Director, Application Reliability & Incident Management

Health Care Service Corp.; Chicago (IL); On-site; USD 121,000 - 225,000; Full time

Benefits offered by this job

401(k) savings plan

Pension plan

Paid time off

Paid parental leave

Disability insurance

Life insurance

Job summary

Health Care Service Corporation (HCSC) seeks a senior leader to orchestrate AMS Incident and Problem Management, governance, and continuous improvement across production support. You will drive proactive monitoring, analytics, and performance management to identify and mitigate issues before they affect operations.

Lead cross-functional teams with vendors and internal stakeholders, ensure effective escalation, root-cause remediation, and strengthen platform resilience while aligning with ITIL

Qualifications

• Bachelor degree and 12 years IT experience or related degree with 16 years technical experience.
• 5+ years of management or leadership experience.
• Ability to drive cross-functional execution and influence.
• Knowledge of ITIL / Service Management and problem management.

Responsibilities

• Lead AMS Incident and Problem Management governance and improvement.
• Oversee monitoring, analytics, and performance management to prevent issues.
• Review metrics and drive root-cause remediation to improve stability.
• Ensure end-to-end resolution of Sev 1/2 incidents and vendor escalations.

Skills

Cross-functional leadership

Influence

Customer service oriented

Metrics-driven decision making

Problem solving

Continuous improvement

ITIL / Service Management

Cloud computing / SaaS / IaaS / PaaS

Agile / Scrum

Code versioning

Education

Bachelor degree in Information Technology

Bachelor Degree in Computer Science

Tools

Code versioning

Agile tools

ITIL tooling

Job description

Health Care Service Corporation (HCSC) seeks a senior leader to orchestrate AMS Incident and Problem Management, governance, and continuous improvement across production support. You will drive proactive monitoring, analytics, and performance management to identify and mitigate issues before they affect operations.

Lead cross-functional teams with vendors and internal stakeholders, ensure effective escalation, root-cause remediation, and strengthen platform resilience while aligning with ITIL