Description

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.

This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

Additional details about available benefits are provided during the application process and on Benefits Moments.

We anticipate the application window for this opening will close on: 08/01/2026

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.