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Production Support Engineer

at CVS Health

Posted: 11/18/2020
Job Reference #: 73138BR

Job Description

Job Description
The Production Support Engineer is an important technical operations role within the CVS Enterprise Digital organization within CVS Health. Focusing on the Health Cloud platform, the mission of this role is providing level 2 technical support of the applications and services built on Health Cloud. You will provide support for existing and new products as they roll out. This position reports to the Manager of Health Cloud Technical Support.

This position is responsible for playing a key role in supporting our products, coordinating and interacting with other support levels and organizations, and serving the customers (internal or external) with exceptional customer service quality and commitment. The ideal candidate has prior experience in the areas of systems integration, business configuration and testing, QA/testing, and/or software. An aptitude and strong desire for needs analysis and resolution implementation are critical.

Fundamental Components
Ensuring issue resolution within identified SLA (service level) requirements; performing escalation as required.

Work with technical support leadership on issue leveling, status reporting of assigned issues, etc.

Works closely with product owners, customers, etc., to analyze system issues to determine proper resolution based on operating procedures.

Collaboration with engineering, product teams and RTEs (release train engineers) as required to follow through on defect resolution and code updates into production (not actually deploying the code but tracking the status as it relates to a given issue).

Submits enhancement requests and defect tickets to engineering for issues identified, as required.

Participates in training and/or planning meetings as required to ensure readiness for new product launches.

Queue management of issues.

Background Experience
Minimum 3 years of experience in technology related disciplines (technical support, development, QE, QA, and DevOps).

Experience in SDLC and technical support disciplines.

Experience in Cloud Computing (AWS, GCP, Azure) and Cloud-based services (IaaS, PaaS, SaaS).

Some experience with Agile development methodologies.

Experience with development products such as SumoLogic and New Relic.

Bachelor's degree or equivalent experience

Percent of Travel Required
0 - 10%

Business Overview
At Aetna, a CVS Health company, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.

We are committed to maintaining a diverse and inclusive workplace. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, gender, gender identity, age, disability or protected veteran status. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!