Mgr,it Customer Service And Support

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.

Develop and continuously refine incident response strategies aligned with organizational goals.

Create and maintain incident response plans that anticipate emerging threats and follow best practices.

Lead and mentor incident response teams through post-incident reviews and regular coaching sessions.

Foster a culture of proactive detection and rapid recovery, minimizing downtime and impact.

Conduct timely and thorough root cause analyses, collaborating closely with problem management.

Integrate lessons learned into process improvements and ensure continuous enhancement of incident response capabilities.

Coordinate effective responses to infrastructure and application incidents, ensuring clear communication across technical and leadership stakeholders.

Prioritize and escalate incidents based on impact and urgency, ensuring resolution within SLA targets.

Train future incident managers and staff on procedures, predictive modeling, and performance metrics.

Promote awareness of security, business continuity, and disaster recovery practices.

Host sessions to evaluate and elevate incident management effectiveness across the organization.

Communicate clearly and appropriately with all audiences-from engineers to executives-throughout the incident lifecycle.

Document all engagements with precision to support trend analysis, metric tracking, and reporting.

Required Qualifications:

7+ years of IT experience (Network Architecture, Security, Technical Support level 2 -3, or IT Project Manager).

5+ years using ITSM tools preferred is ServiceNow.

5+ years in incident and problem response roles.

Required Education:

Bachelor's degree in IT, IS, InfoSec, Computer Science, or related field

Equivalent experience may be considered in lieu of a degree

Relevant certifications may supplement experience

Anticipated Weekly Hours: 40

Time Type: Full time

Pay Range: $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.