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 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

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.

Compensation: $121,200.00 - $225,200.00

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

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.

To learn more about available benefits, please click https://careers.hcsc.com/totalrewards