Staff Observability Operations Engineer

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
 
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Company Overview:

CVS Health is a premier health innovation company helping people on their path to better health. We are pioneering a new approach to total health by making quality care more affordable, accessible, simple, and seamless. CVS Health is driven by a clear purpose: helping people on their path to better health. We are transforming health care by expanding access to innovative health solutions and leading the way with a patient-centric approach.

Position Summary:

We are currently seeking several experienced and highly skilled Staff Observability Operations Engineers with a strong background in Site Reliability Engineering (SRE), modern observability practices, and the management and implementation of modern observability and event management platforms. These roles are crucial in overseeing and optimizing our observability platform to ensure seamless and efficient operations. Responsibilities include deploying observability solutions, management and administration of observability and event management platforms, handling release management, system upgrades, patching, integrations, managing customer issues and requests, and troubleshooting incidents. Additionally, the roles involve continuous planning to enhance platform performance to support scalability and complexity. Successful candidates will play a key role in ensuring our observability infrastructure meets the current and future needs of CVS Health’s dynamic environment.

Key Responsibilities:

Deployment and Implementation: Deploy and implement modern observability solutions to meet organizational needs. Ensure successful integration of observability, event management, and notification tools and technologies within the existing environment.  Work with partners to migrate legacy monitoring to modern solutions.  Work with the observability engineering team to provide solutions for new requirements that arise, by leveraging existing or developing new solutions.

Platform Management: Manage and administer observability and event management platforms. Lead system upgrades, patching, and maintenance activities to ensure optimal performance and security.

Release Management: Coordinate and manage release cycles for observability platforms. Ensure smooth and timely releases with minimal disruption to services.

Incident/Request Management: Troubleshoot and resolve incidents related to observability platforms. Manage escalated customer issues and requests, ensuring timely and effective resolution.  Document incident remediation activities to enable resolution by L1/L2 MSP partners; automate remediation activities where possible.

Performance Optimization: Continuously monitor and enhance platform performance to support scalability and complexity.  Utilize telemetry data to automate performance optimization and capacity planning.

Collaboration and Communication: Collaborate with cross-functional infrastructure, application, and business stakeholders to ensure observability solutions align with the broader IT strategy and infrastructure requirements. Communicate effectively with team members, management, and other stakeholders.

Continuous Improvement: Identify opportunities for process optimization and efficiency gains. Stay current with industry trends and best practices to continuously improve observability operations.

Customer Focus: Ensure high levels of customer satisfaction by effectively managing customer relationships. Provide excellent customer service and support for observability solutions.

Compliance and Security: Ensure observability platforms comply with organizational policies and security standards. Implement tools and processes to detect and remediate configuration drifts and security risks.

Documentation and Reporting:  Maintain comprehensive documentation of observability platform configurations, processes, and procedures. Generate and analyze reports on platform performance and capacity.

Training and Mentoring: Provide training and me