Mgr,it Customer Service And Support - Remote Eligible

Incident Lead

The Incident Lead is a strategic and technically adept professional responsible for overseeing the full lifecycle of IT incident response. This includes coordinating cross-functional support teams to rapidly restore services and conducting post-incident root cause analysis. The role demands leadership of decentralized resources during high-impact outages, acting as a guardian of production and critical environments, and managing emergency change releases. A strong grasp of IT systems and problem-solving is essential to guide teams effectively. The Incident Lead must champion AI technologies—both conversational and generative—to transform incident management practices. Success in this role requires visionary thinking, operational improvement, empathetic leadership, and a commitment to reducing mean time to resolution. Availability for on-call rotations during evenings and weekends is required.

40 Anticipated Weekly Hours

Full time

The typical pay range for this role is: $54,300.00 - $159,120.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.