Sr Director Application Reliability Engineering & Support

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 leader to oversee AMS Incident and Problem Management, aligning with business and technology stakeholders to improve service stability.

This role drives proactive monitoring, problem detection, and continual process improvements, including Sev 1/2 incident resolution, vendor coordination, and data-driven decision making to reduce outages and support reliable operations.

Qualifications

• Bachelor degree with 12+ IT years or related discipline with 16+ years tech experience.
• 5+ years of management or leadership experience.
• Ability to drive cross-functional execution.
• Influence and customer service orientation.
• Performance and metrics-driven decision making.
• Experience in ITIL / Service Management.
• Knowledge of cloud computing / SaaS / IaaS / PaaS.
• Experience in incident and problem management / RCA.
• Proficiency in problem solving and analytical thinking.
• Experience in application and server operations and configuration.
• Familiarity with Agile / Scrum development tools.

Responsibilities

• Lead operational excellence, governance, and continuous improvement of AMS Incident and Problem Management.
• Develop proactive monitoring, analytics, and performance management capabilities.
• Review maintenance metrics and service-level performance to identify risks and drive remediation.
• Ensure escalation procedures and controls support reliable service delivery.
• Drive a culture of continuous improvement to reduce incidents and strengthen system resilience.
• Oversee end-to-end resolution of Severity 1 and Severity 2 incidents with vendors.

Skills

Leadership

Cross-functional execution

Performance analytics

ITIL / Service Management

Problem solving / RCA

Cloud computing (SaaS/IaaS/PaaS)

Agile / Scrum

Vendor coordination

Budget management

Decision making with metrics

Education

Bachelor degree or related discipline in IT

Job description

Job Summary

At HCSC, our employees are the cornerstone of our business and the foundation to our success. We empower employees with curated development plans that foster growth and promote rewarding, fulfilling careers.

Join HCSC and be part of a purpose-driven company that will invest in your professional development.

This position is responsible for leading the operational excellence, governance, and continuous improvement of AMS Incident and Problem Management processes. The role develops and oversees proactive monitoring, analytics, and performance management capabilities designed to identify, prevent, and mitigate production issues before they impact business operations.

Working closely with business stakeholders, technology teams, and external vendors, this leader reviews and analyzes maintenance performance metrics, operational trends, and service-level performance to identify risks, drive root-cause remediation, and improve overall system stability. The position provides strategic oversight of Incident and Problem Management activities, ensuring effective processes, controls, and escalation procedures are in place to support reliable service delivery.

A key responsibility of the role is driving a culture of continuous improvement by leveraging operational insights, performance data, and industry best practices to enhance service quality, reduce recurring incidents, and strengthen platform resilience. The position also maintains accountability for the end-to-end resolution of Severity 1 and Severity 2 incidents, as well as any critical issues escalated by vendors, ensuring timely communication, coordinated response efforts, and successful restoration of services.

Through strong leadership, cross-functional collaboration, and data-driven decision-making, this role helps ensure the stability, performance, and continuous optimization of AMS-supported applications and services while minimizing business disruption and operational risk.

Required Job Qualifications:

• Bachelor degree and 12 years of Information Technology experience OR related discipline degree and 16 years of technical experience
• 5 years of management or leadership experience
• Ability to drive cross-functional execution.
• Ability to influence.
• Customer service oriented.
• Performance and/or metrics-driven decision making.
• Proactively addresses problems and escalates appropriately.
• Problem solving and/or analytical thinking.
• Continuous improvement.
• Knowledge of required technologies (3rd party solutions).
• Knowledge of problem management and/or RCA.
• Experience in application and server operations.
• Experience in application configuration.
• Experience in cloud computing / SaaS / IaaS / PaaS technologies.
• Experience in code versioning / code merge.
• Experience in iterative / Agile / Scrum development tools.
• Experience in ITIL / Service Management.
• Knowledge of system architecture and application portfolio
• Experience in mobile technologies (not limited to - Phonegap / iOS / Android / Java / HTML5); OS technologies; traditional app technology (not limited to - C+, COBOL, Perl, SAP, etc); web technologies (not limited to - HTML/CSS/Java/ASP.Net/PHP/Ruby/C#).
• Overseeing the annual budget and allocating resources for various projects and operational needs.
• Translating needs and initiatives into compelling business cases.
• Conducting cost-benefit analyses to justify investments and ensure ROI.

Preferred Job Qualifications:

• Bachelor Degree in Computer Science and/or Information Technology.
• Consultative problem solving and/or consulting.

Pay Transparency Statement:

At Health Care Service Corporation, you will be part of an organization committed to offering meaningful benefits to our employees to support their life outside of work. From health and wellness benefits, 401(k) savings plan, pension plan, paid time off, paid parental leave, disability insurance, supplemental life insurance, employee assistance program, paid holidays, tuition reimbursement, plus other incentives, we offer a robust total rewards package for employees. Learn more about our benefit offerings by visiting https://careers.hcsc.com/totalrewards.

The compensation offered will vary depending on your job-related skills, education, knowledge, and experience. This role aligns with an annual incentive bonus plansubject to the terms and the conditions of the plan.

HCSC Employment Statement:

We are an Equal Opportunity Employment employer dedicated to providing a welcoming environment where the unique differences of our employees are respected and valued. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected characteristics.

Base Pay Range

$121,200.00 - $225,200.00

Exact compensation may vary based on skills, experience, and location.