Senior Director, Application Reliability & Incident Management

hcsc; Chicago (IL); On-site; USD 121,000 - 160,000; Full time

Benefits offered by this job

Health benefits

401(k) savings plan

Pension plan

Paid time off

Paid parental leave

Disability insurance

Life insurance

Employee assistance program

Paid holidays

Tuition reimbursement

Job summary

Health Care Service Corporation (HCSC) seeks a senior leader to own AMS Incident and Problem Management governance and continuous improvement. You will build capabilities for proactive monitoring, analytics, and performance management to prevent issues and ensure stable, reliable services.

In collaboration with stakeholders, vendors, and technology teams, you will drive root-cause remediation, manage Sev-1/2 incidents, and steer strategic initiatives that improve platform resilience and service

Qualifications

• Bachelor degree in Information Technology or related discipline with substantial IT experience.
• 5+ years of management or leadership experience.
• Experience in ITIL/Service Management and problem management.
• Knowledge of system architecture and application portfolio.
• Experience with cloud computing technologies and mobile/web applications.
• Experience in cross-functional execution and budget management.

Responsibilities

• Lead operational excellence, governance, and continuous improvement of AMS Incident and Problem Management processes.
• Oversee proactive monitoring, analytics, and performance management to identify and mitigate production issues.
• Collaborate with business stakeholders, technology teams, and vendors to review metrics and drive root-cause remediation.
• Provide strategic oversight of Incident and Problem Management activities to support reliable service delivery.
• Drive a culture of continuous improvement to enhance service quality and platform resilience.
• Ensure end-to-end resolution of Severity 1 and Severity 2 incidents and critical vendor issues.

Skills

Cross-functional execution

Influence

Customer service oriented

Performance/metrics driven

Problem solving/analytical thinking

Continuous improvement

ITIL/Service Management

Cloud/SaaS/IaaS/PaaS

Agile/Scrum development tools

Code versioning/merge

Budget management

Vendor management

Education

Bachelor degree in Information Technology

Bachelor Degree in Computer Science and/or Information Technology

Tools

Code versioning tools

Agile development tools

Cloud technologies (SaaS/PaaS/IaaS)

Job description

Health Care Service Corporation (HCSC) seeks a senior leader to own AMS Incident and Problem Management governance and continuous improvement. You will build capabilities for proactive monitoring, analytics, and performance management to prevent issues and ensure stable, reliable services.

In collaboration with stakeholders, vendors, and technology teams, you will drive root-cause remediation, manage Sev-1/2 incidents, and steer strategic initiatives that improve platform resilience and service