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Job Title :
IS Application Support Manager
Job ID :
Location :
RI - Lincoln
Street Address :
4 Blackstone Valley Place
Category :
Information Systems
Description :
Job Description

IS Manager, Application Support, is responsible for ensuring that the quality of service delivered by Application Production Support Service team meets CVS Health’s business needs. This role will ensure that service management and quality processes are developed and deployed to meet agreed service levels & SLAs. The IS Manager, Application Support will support and promote service improvements, monitoring and controlling the services delivered by Application Support Service team to ensure that agreed upon services continue to be performed in the expected manner. This includes performance targets, cost, quality of service and end user satisfaction levels. This position will provide 24x7 support for the availability of the Store applications such as CRM, POS etc.., associated batch and interfacing systems internal and external.This position will also play a key role in collaborating with event / incident management and act as a liaison between business and business IT teams. This position also warrant good liaison with application development teams for on time resolutions of issues and co-ordination with Infrastructure teams.

Required Qualifications

5+ years of IT/IS experience understanding of the design of
systems for high availability, security, scalability, reliability.

A wide base of experience in many disciplines of information
technology, including system operations, systems management, database
management ( Oracle & Teradata), security, Networking, hardware and system interoperability

Proven leadership
skills of small and large teams

Strong problem solving and analytics skills for supporting Critical applications

Strong communication and interpersonal skills.

Ability to estimate scope and delivery schedules for

Ability to motivate and lead teams

Ability to interact with senior management team

Ability to navigate and interact within a large matrix

Ability to contribute to a large scale IT budget
Understanding and ability to utilize and apply ITIL methodology

Must be flexible to work off hours and week-ends on an
on-call rotation basis

Preferred Qualifications

5+ years of Application support experience supporting mission
critical systems in a 24x7 environment and 3+ years managing a team of 5 or
more people

Experience with supporting applications on Java, Oracle, Teradata, RAC, Weblogic, AIX, EMC storage sub-systems

Experience managing and implementing outsourcing support
services to external vendors

Experience managing and interacting with multiple vendors
(i.e. Software/Hardware Vendors, Outsource Vendors)

Experience developing and trending key performance metrics
aimed at early issue detection, as well as, measuring team success and level of

∙ Experience working with development, testing and
technology teams

∙ Experience working with the infrastructure monitoring tools; SiteScope, CA Spectrum, Tivoli, Splunk

∙ Exposure to change and incident management tools like
TeamTrack, HPSM, Remedy

Experience with identifying monitoring needs and help
implement new monitors working with monitoring team

∙ Exposure to application code deployment and an
Understanding of software development lifecycle including source code
management concepts

∙ Understanding of SQL queries

∙ Exposure to audit and compliance

∙ ITIL foundation certification

A good understanding of industry best practices and
methodologies (i.e. ITIL) ITIL Foundation Certification is preferred

A good understanding of overall CVS Health’s organization,
departments and their inter dependencies, operational / functional
accountability of each.


Bachelor’s Degree in Computer Science, Engineering, Computer
Information Systems, or related work experience

Business Overview
CVS Health, through our unmatched breadth of service offerings, is transforming the delivery of health care services in the U.S. We are an innovative, fast-growing company guided by values that focus on teamwork, integrity and respect for our colleagues and customers. What are we looking for in our colleagues? We seek fresh ideas, new perspectives, a diversity of experiences, and a dedication to service that will help us better meet the needs of the many people and businesses that rely on us each day. As the nation’s largest pharmacy health care provider, we offer a wide range of exciting and fulfilling career opportunities across our three business units – MinuteClinic, pharmacy benefit management (PBM) and retail pharmacy. Our energetic and service-oriented colleagues work hard every day to make a positive difference in the lives of our customers.

CVS Health is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, ethnicity, ancestry, color, religion, sex/gender (including pregnancy), national origin, sexual orientation, gender identity or expression, physical or mental disability, medical condition, age, veteran status, military status, marital status, genetic information, citizenship status, unemployment status, political affiliation, or on any other basis or characteristic prohibited by applicable federal, state or local law. CVS Health will consider qualified job candidates with criminal histories in a manner consistent with federal, state and local laws. CVS Health will not discharge or in any other manner discriminate against any Colleague or applicant for employment because such Colleague or applicant has inquired about, discussed, or disclosed the compensation of the Colleague or applicant or another Colleague or applicant. Furthermore, we comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance to apply for this job, please contact us by clicking EEO AA CVS Health

CVS Health does not require nor expect that applicants disclose their compensation history during the application, interview, and hiring process.

For inquiries related to the application process or technical issues please contact the Kenexa Helpdesk at 1-855-338-5609. For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352. Please note that we only accept resumes via our corporate website:

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CVS Health core values of Innovation, Collaboration, Caring, Integrity, and Accountability not only support our purpose of helping people on their path to better health for our customers and patients, but they also apply to how we support our more than 250,000 colleagues. You will find our culture at CVS Health, and our leaders encourage personal and professional growth.

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