Reliability, Observability & Performance Manager

Apex Systems; Minnesota; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical Insurance

401K with company match

HSA

Employee Assistance Program

Job summary

Everforth Apex Systems seeks a Reliability, Observability & Performance Manager to own monitoring, measurement, and improvement of platform performance. You will transform scattered alerts into a proactive operating discipline and lead cross-functional teams through a multi-year PBM platform transformation in healthcare operations.

You will define SLIs/SLOs, develop runbooks, and establish governance while partnering with engineering, service delivery, and executive stakeholders to communicate

Qualifications

• 8+ years in platform operations, SRE, observability, production support, or program management.
• Experience with ITIL incident, problem, and change management in ServiceNow and with Jira.

Responsibilities

• Build and own a performance scorecard covering adjudication accuracy and speed, file turnaround, API response, and system availability.
• Work with Enterprise Observability to provide access to unified monitoring data.
• Define service level indicators and objectives (SLIs/SLOs) and alert thresholds aligned with incident priority levels.
• Develop runbooks and standard procedures for monitoring, triage, escalation, and hypercare.
• Establish release-readiness gates, performance and stress testing, and disaster recovery testing.
• Own and prioritize the performance and reliability backlog across internal and external work items.
• Act as the main performance lead with engineering and service delivery teams.
• Explain technical issues in business terms for executive and client audiences.

Skills

Platform operations

SRE/Observability

Dynatrace

Grafana

Splunk

Power BI

SQL

APIs & data flows

ServiceNow ITIL

Jira

Education

Bachelor's degree in technical or business field

Tools

Dynatrace

Grafana

Splunk

Power BI

SQL

ServiceNow

Jira

Job description

Reliability, Observability & Performance Manager

Job #: 3055088

Location: Minneapolis, Minnesota (Remote)

Role Overview

This position will own the processes for monitoring, measuring, and improving platform performance. The role involves transforming scattered alerts and manual checks into a clear, proactive, and accountable operating discipline. This position is central to the organization's multi-year PBM platform transformation, which supports pharmacy claims processing, benefit administration, integrations, and other core operations.

Key Responsibilities

• Build and own a performance scorecard covering adjudication accuracy and speed, file turnaround, API response, and system availability.
• Work with Enterprise Observability to provide access to unified monitoring data.
• Define service level indicators and objectives (SLIs/SLOs) and alert thresholds aligned with incident priority levels.
• Develop runbooks and standard procedures for monitoring, triage, escalation, and hypercare.
• Establish release-readiness gates, performance and stress testing, and disaster recovery testing.
• Own and prioritize the performance and reliability backlog across internal and external work items.
• Act as the main performance lead with engineering and service delivery teams.
• Explain technical issues in business terms for executive and client audiences.

Required Qualifications

Technical Skills

• 8+ years in platform operations, site reliability engineering (SRE), observability, production support, or program management.
• Hands-on experience with observability tools (e.g., Dynatrace, Grafana, Splunk), dashboarding (Power BI), and SQL.
• Knowledge of APIs, batch and real-time file exchange, cloud data platforms (e.g., Redshift, GCP), and NCPDP claims flow.
• Experience with ITIL incident, problem, and change management in ServiceNow, and with Jira.

Professional Skills

• Demonstrates decisiveness and clarity during incidents.
• Ability to influence without direct authority across internal teams and with external vendors.
• Presents information effectively to executive and client audiences.
• Uses data to drive decisions and advocate for root-cause fixes.

Organizational Skills

• Proven record of building repeatable processes, governance, and operating rhythms.
• Strong backlog management and prioritization skills.
• Experience managing vendor performance and contracted service levels.

Preferred Qualifications

• Experience in PBM, claims adjudication, or healthcare.
• Experience with SLOs and error budgets, or with automated quality gates in release engineering.
• A Bachelor's degree in a technical or business field.
• ITIL, Agile, or SRE certification is a plus.

Benefits Overview

Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Everforth Apex team member can provide.

Equal Opportunity Employer

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

Accommodation Statement

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [e-mail] or 804-523-8228. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.