Production Support Engineer

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Position Summary

We are seeking a skilled and motivated Production Support Engineer to join our dynamic team. This role is critical to ensuring the operational reliability of real-time applications operating 24x7x365. You will participate in all aspects of the production support process, including monitoring, troubleshooting, and testing. This role demands a high level of responsibility, offers professional development opportunities, and welcomes individuals enthusiastic about learning and applying new technologies to ensure the resiliency of critical systems. 

Key Responsibilities:

• Create health check monitors, dashboards, synthetic transactions and alerts to increase monitoring and observability of systems at scale.
• Participate in a 24x7 on-call rotation supporting application release validation, alert response, and incident management
• Collaborate with development, product, and customer success teams to identify and resolve technical problems.   
• Research and implement recommendations from post-mortem analyses for continuous improvement. 
• Document issue details and solutions in our ticketing system (Rally and ServiceNow)
• Assist in creating and maintaining technical documentation, runbooks, and knowledge base articles
• Navigate a complex system, requiring deep troubleshooting/debugging skills and an ability to manage multiple contexts efficiently.

Required Qualifications

• 2-4 years' of experience with application production support, or incident handling, including basic understanding and ability to troubleshoot issues across multiple platforms including web, mobile, back-end services, and databases. 
• Experience supporting production environments, including building dashboards, setting up alerts, and using monitoring tools (e.g., New Relic, Splunk, AWS CloudWatch). 
• Excellent communication and interpersonal skills for effective collaboration with diverse teams. 
• Willingness to participate in a 24x7 on-call rotation. 

Preferred Qualifications

• Familiarity with Agile methodologies and tools.
• Experience with troubleshooting and supporting complex enterprise systems.
• Experience analyzing and implementing recommendations from post-mortem analyses and KPI/metric data to implement long-term solutions. 
• Self-motivated with a growth mindset and customer-centric focus. 
• Experience with cloud-hosted applications (AWS preferred) 
• Strong analytical, organizational, and problem-solving skills, with the ability to work independently under tight deadlines. 

Education

• Bachelors Degree or 4+ years relevant experience

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$72,100.00 - $144,200.00

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. 
 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.

• No-cost programs for all colleagues i