Incident Response & Service Reliability Lead

Zelis Healthcare, LLC; Morris Township (NJ); Hybrid; USD 65,000 - 83,000; Full time

Benefits offered by this job

401k with employer match

Hybrid work model

Health benefits

Job summary

Zelis Healthcare, LLC is seeking a Service Reliability Specialist to backfill an existing role. The position focuses on incident leadership, root cause analysis, and process governance, with cross-functional coordination across Product, Technology, Operations, and Client Services.

The ideal candidate will manage high-impact incidents from identification to resolution, facilitate incident calls, and drive corrective actions using Lean/Six Sigma methodologies.

Qualifications

• Bachelor's degree with 4+ years of relevant experience
• Experience leading or facilitating root cause analysis and driving corrective actions across cross-functional teams
• Familiarity with process improvement methodologies such as Lean or Six Sigma
• Familiarity with AI tools and an interest in using technology to improve workflows and efficiency
• Excellent written and verbal communication skills, with the ability to explain complex or technical information clearly and concisely to different audiences
• Strong client service and stakeholder management skills, with the ability to build and maintain positive working relationships
• Strong project management, organizational, and follow-through skills
• Ability to work independently while collaborating effectively across teams
• Strong critical thinking, judgment, and problem-solving skills
• Ability to remain calm, focused, and effective during high-pressure incidents

Responsibilities

• Lead the coordination and management of high-impact client and service incidents from identification through resolution
• Serve as the central point of contact during incidents, ensuring alignment across technical teams, business stakeholders, and leadership
• Facilitate incident calls, ask the right questions, challenge assumptions, and ensure owners, next steps, and timelines are clearly defined
• Assess when escalation, additional support, or stakeholder engagement is needed to move resolution forward
• Provide timely, clear, and accurate incident updates tailored to technical and non-technical audiences
• Lead and support root cause analysis discussions with a focus on learning, accountability, and reducing repeat incidents
• Partner with cross-functional teams to define corrective and preventive actions and track them through completion
• Identify gaps in incident processes, communication, decision-making, and accountability, and recommend improvements
• Review incident trends and recurring issues to support problem management and continuous improvement efforts
• Maintain incident documentation, procedures, lessons learned, and reporting
• Promote consistent, transparent, and professional incident management practices
• Build strong working relationships across Product, Technology, Operations, and Client Services to improve service reliability
• Support special projects, process improvements, reporting, and other operational responsibilities based on business needs
• Provide timely feedback to leadership regarding incident trends, progress, risks, concerns, and opportunities for improvement

Skills

Incident management

Root cause analysis

Cross-functional coordination

Project management

Lean

Six Sigma

AI tools

Stakeholder management

Communication

Education

Bachelor's degree

Master's degree

Tools

Lean

Six Sigma

AI tools

Job description

Zelis Healthcare, LLC is seeking a Service Reliability Specialist to backfill an existing role. The position focuses on incident leadership, root cause analysis, and process governance, with cross-functional coordination across Product, Technology, Operations, and Client Services.

The ideal candidate will manage high-impact incidents from identification to resolution, facilitate incident calls, and drive corrective actions using Lean/Six Sigma methodologies.