CVS Health - Harrisburg, PA
posted 4 months ago
As a member of the Data and Analytics organization at CVS Health, the Sr Manager of Product Support will play a crucial role in ensuring the smooth operation and maintenance of best-in-class data pipelines that are essential for driving customer satisfaction. This position requires collaboration with various analytic and business partners, including those from product strategy, program management, IT, data strategy, and predictive analytics teams, to develop effective solutions that support data pipelines. The role is pivotal in managing a production support team that operates across both onshore and offshore locations, providing 24/7 support for a Tier 1 application. The responsibilities of this position include establishing and monitoring Service Level Agreements (SLAs) to ensure adherence, as well as overseeing end-to-end job monitoring for diverse data sources that serve multiple business consumers. The Sr Manager will be responsible for cloud platform monitoring, ticket handling, triaging, troubleshooting issues, conducting root cause analysis (RCA), and maintaining documentation. Additionally, the role involves identifying and suggesting improvements in data pipelines and support activities to enhance the robustness of the production environment. The position also requires monitoring application processes built on the Google Cloud Platform (GCP) and utilizing various GCP services such as Dataflow, Pub/Sub, Composer, Healthcare API, and BigQuery. The Sr Manager will maintain runbook documents and Standard Operating Procedure (SOP) documents, and will collaborate with stakeholders to communicate any significant application outages or incidents. This role is designed for a leader who can navigate a fluid environment, define and own priorities that align with larger organizational goals, and bring clarity to ambiguity while remaining open to new information.