Senior Director, Incident & Reliability Engineering

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

Job summary

Health Care Service Corporation is seeking a senior IT leader to drive operational excellence across AMS Incident and Problem Management. You will oversee proactive monitoring, analytics, and performance management to prevent production issues and strengthen platform resilience.

You will guide cross-functional teams and vendors, manage budgets, and ensure timely resolution of Sev 1/2 incidents with data-driven decisions to improve service quality.

Qualifications

• Bachelor degree and 12 years of IT experience OR related discipline degree and 16 years of technical experience.
• 5 years of management or leadership experience.
• Ability to drive cross-functional execution.
• Customer service oriented.
• Performance and/or metrics-driven decision making.

Responsibilities

• Lead operational excellence, governance, and improvement of AMS Incident/Problem Management.
• Develop proactive monitoring, analytics, and performance management capabilities.
• Review maintenance performance metrics, operational trends, and SLAs to identify risks and remediation.
• Ensure end-to-end resolution of Sev 1/2 incidents and vendor escalations.

Skills

Leadership

Incident/Problem Mgmt

Cross-functional collab

Analytics & metrics

Budget management

ITIL / Service Mgmt

Education

Bachelor degree

CS/IT degree

Tools

Cloud platforms

Job description

Health Care Service Corporation is seeking a senior IT leader to drive operational excellence across AMS Incident and Problem Management. You will oversee proactive monitoring, analytics, and performance management to prevent production issues and strengthen platform resilience.

You will guide cross-functional teams and vendors, manage budgets, and ensure timely resolution of Sev 1/2 incidents with data-driven decisions to improve service quality.