Incident & Service Reliability Lead

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

Benefits offered by this job

401k with employer match

Flexible paid time off

Health benefits including medical, on‑

Job summary

Zelis Healthcare, LLC is seeking a Service Reliability Specialist to backfill an existing role and lead incident management across programs. You will coordinate high-impact client incidents from detection through resolution, working with Product, Technology, Operations, and Client Services to maintain service reliability and drive continuous improvement.

You will facilitate incident calls, drive root cause analyses, define corrective actions, and track progress while communicating clearly to

Qualifications

• Bachelor's degree with 4+ years of relevant experience, or master's with 2+ years.
• Experience leading root cause analysis across cross-functional teams.
• Familiarity with Lean or Six Sigma methodologies.
• Familiarity with AI tools and interest in workflow improvements.
• Excellent written and verbal communication for varied audiences.
• Strong client service and stakeholder management skills.
• Strong project management, organization and follow-through.
• Ability to work independently while collaborating across teams.
• Strong critical thinking, judgment, and problem-solving skills.
• Ability to stay calm during high-pressure incidents.
• Experience presenting findings to internal and external stakeholders.
• Commitment to ongoing learning and development.

Responsibilities

• Lead coordination and management of high-impact client incidents from detection to resolution.
• Serve as central incident contact, aligning technical teams and business stakeholders.
• Facilitate incident calls, ask questions, challenge assumptions, define owners and timelines.
• Assess need for escalation or extra support to move resolution forward.
• Provide timely, clear incident updates for technical and non-technical audiences.
• Lead root cause analysis discussions focused on learning and reducing repeat incidents.
• Partner with cross-functional teams to define corrective actions and track progress.
• Identify gaps in incident processes and recommend improvements.
• Review incident trends to support problem management and continuous improvement.
• Maintain incident docs, procedures, lessons learned, and reporting.
• Promote consistent, transparent incident management practices.
• Build strong relationships across Product, Technology, Operations and Client Services.
• Support special projects, reporting, and other operational duties as needed.
• Provide timely feedback to leadership on trends, risks, and opportunities.

Skills

Bachelor's degree with 4+ years of rel

Experience leading root cause analysis

Lean or Six Sigma familiarity

AI tools familiarity

Excellent written and verbal comms

Strong client service skills

Strong project management

Independent yet collaborative

Critical thinking and problem-solving

Calm under high-pressure incidents

Experience presenting to leadership

Commitment to ongoing learning

Tools

Lean/Six Sigma tools

Job description

Zelis Healthcare, LLC is seeking a Service Reliability Specialist to backfill an existing role and lead incident management across programs. You will coordinate high-impact client incidents from detection through resolution, working with Product, Technology, Operations, and Client Services to maintain service reliability and drive continuous improvement.

You will facilitate incident calls, drive root cause analyses, define corrective actions, and track progress while communicating clearly to