We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.
Position Summary
We are seeking a Principal AIOps Engineer with deep reliability and operations experience to build and scale intelligent operations across the enterprise. This role focuses on modernizing IT operations through observability, event intelligence, machine learning, and agentic AI—reducing alert noise, accelerating triage, and enabling closed-loop automation. You will act as a principal-level advisor and technical leader for building an Agentic AI ecosystem for IT operations, with ServiceNow as the ITSM system of record (Incident/Problem/Change) and the backbone for auditable workflows, approvals, and measurable outcomes.
What you will do
- Lead the AIOps strategy, roadmap, and operating model (intake, triage, automation lifecycle, KPIs) to measurably improve MTTR, alert quality, and operational efficiency
- Own the observability-to-AIOps pipeline (metrics, logs, traces, events) and drive standardization of telemetry, service health models, and actionable alerting across teams and platforms
- Design and implement event intelligence: correlation, deduplication, suppression, anomaly detection, incident clustering, and probable-cause analysis using topology/CMDB context
- Advise operations, service owners, and leadership stakeholders; lead change enablement, adoption, and value measurement for AIOps and agentic automation across the organization
- Develop ServiceNow-centric AIOps integrations (ITSM + ITOM/Event Management where applicable): event ingestion, alert-to-incident policies, enrichment, assignment/routing, approvals, change workflows, and closure updates for auditable closed-loop ops
- Establish governance for operational AI (risk controls, approvals, auditability, data access, prompt/response logging, evaluation, and continuous improvement) in partnership with security, compliance, and operations
- Build and operationalize agentic AI workflows for incident triage and resolution: signal summarization, similar-incident retrieval, knowledge article drafting, ticket updates, stakeholder communications, and human-in-the-loop remediation
- Enable closed-loop automation and self-healing by connecting AIOps detections to orchestrated actions (runbooks/workflows), with clear approvals, safety checks, and rollback paths
- Partner with NOC/SOC, infrastructure, and application owners to onboard services into AIOps, define service models, and improve signal quality, escalation paths, and operational readiness
- Create enablement materials (playbooks, operating procedures, dashboards) and coach teams on AIOps practices, agentic AI usage, and responsible automation
Required Qualifications
- 10+ years of experience in SRE, production operations supporting highly available services along with experience with Product model
- Proven technical leadership: ability to set direction, lead cross-team initiatives, and advise stakeholders through architecture reviews, tradeoffs, and operational readiness
- Strong programming/scripting skills (Python preferred) and experience building automation, integrations, and APIs
- Experience integrating observability platforms and event sources across hybrid environments (cloud/on-prem) and operating production-grade monitoring/event management at scale
- Strong ServiceNow experience as an ITSM system of record (Incident/Problem/Change; CMDB/asset concepts). Ability to build and operate integrations at scale (REST, webhooks, event management) to support automation and auditability.
- Automation & Integration Engineering:
- Python (preferred) for automation and data/ML pipelines; experience building integrations, services, and operational tooling.
- Workflow orchestration and integrations (ServiceNow APIs, event pipelines, runbook automation) with strong reliability, security, and auditability practices.
- AIOps, ITSM/ITOM (ServiceNow) & Agentic AI Ecosystem:
- Observability: Prometheus/Grafana, OpenTelemetry, ELK/Splunk/Datadog (or equivalent)
- ServiceNow ITSM/ITOM: Incident/Problem/Change, CMDB/service mapping concepts, and Event Management/AIOps integrations (where applicable)
- Agentic AI frameworks: building tool-using agents, retrieval workflows, prompt/response logging, evaluation, and guardrails
- Operational ML/Analytics: anomaly detection and time-series analysis, correlation approaches, and model/agent evaluation & monitoring in production
Preferred Qualifications
- Demonstrated experience applying machine learning and/or LLM-based approaches to operational problems (noise reduction, correlation, anomaly detection, summarization, and assisted remediation) in production environments
- Experience building an agentic AI platform/ecosystem (shared tools, standardized patterns, evaluation, and guardrails) and enabling multiple teams to safely deliver automations
- Familiarity with ServiceNow ITOM / Event Management / AIOps capabilities (or equivalent) and integrating observability signals into ITSM workflows
- Strong Linux and networking fundamentals (TCP/IP, DNS, TLS, load balancing) and ability to troubleshoot distributed systems end-to-end
- DevOps, or platform engineering experience supporting highly available services along with experience with Product model
- Excellent communication skills with the ability to lead incident bridges, write clear postmortems, and influence reliability improvements across teams
Education
- Bachelor’s degree or equivalent experience (Highschool diploma plus 4 years relevant work experience)
Pay Range
The typical pay range for this role is:
$144,200.00 - $288,400.00
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. This position also includes an award target in the company’s equity award program.
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 offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.
Additional details about available benefits are provided during the application process and on Benefits Moments.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
Skills Required
- 10+ years of experience in SRE, production operations supporting highly available services
- Strong programming/scripting skills (Python preferred)
- Experience integrating observability platforms and event sources across hybrid environments
- Strong ServiceNow experience as an ITSM system of record
- Demonstrated experience applying machine learning and/or LLM-based approaches to operational problems
CVS Health Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about CVS Health and has not been reviewed or approved by CVS Health.
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Healthcare Strength — Healthcare coverage is positioned as comprehensive for benefits-eligible colleagues, including medical, dental, and vision with free preventive care and access to virtual care and select no-cost MinuteClinic services. Mental health support is also highlighted with no-cost confidential counseling sessions per issue.
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Retirement Support — Retirement benefits include a 401(k) with a dollar-for-dollar match up to 5% after meeting service and hours requirements. Ownership programs are also offered through an employee stock purchase plan with a stated purchase discount.
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Pay Growth & Progression — A companywide minimum wage floor establishes a baseline that is framed as a positive starting point in some roles and markets. Unionized or high-cost areas are described as having clearer wage scales and step-ups that can materially lift pay over time.
CVS Health Insights
What We Do
CVS Health is the leading health solutions company that delivers care in ways no one else can. We reach people in more ways and improve the health of communities across America through our local presence, digital channels and our nearly 300,000 dedicated colleagues – including more than 40,000 physicians, pharmacists, nurses and nurse practitioners. Wherever and whenever people need us, we help them with their health – whether that’s managing chronic diseases, staying compliant with their medications, or accessing affordable health and wellness services in the most convenient ways. We help people navigate the health care system – and their personal health care – by improving access, lowering costs and being a trusted partner for every meaningful moment of health. And we do it all with heart, each and every day.
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