Sr Director Application Reliability Engineering & Support

Information Technology; Chicago (IL); On-site; USD 121,000 - 225,000; Full time

Job summary

HCSC is seeking a senior IT leader to oversee AMS Incident and Problem Management, driving proactive monitoring, performance analytics, and enterprise-scale incident response. You will partner with business stakeholders, technology teams, and vendors to prevent production issues and ensure resilient service delivery.

The role requires 12+ years IT experience or 16+ years in a related field, plus 5+ years of leadership, ITIL expertise, and a track record of continuous improvement.

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; OS technologies; web technologies.

Responsibilities

• Lead operational excellence, governance, and continuous improvement of AMS Incident and Problem Management processes.
• Develop and oversee proactive monitoring, analytics, and performance management capabilities.
• Review and analyze maintenance performance metrics, trends, and service-level performance to identify risks and drive remediation.
• Provide strategic oversight of Incident and Problem Management activities and escalation procedures.
• Drive a culture of continuous improvement using data-driven insights to enhance service quality and platform resilience.
• Ensure end-to-end resolution of Severity 1 and 2 incidents and critical vendor issues.

Skills

Leadership

Cross-functional collaboration

Problem solving

ITIL

Cloud/SaaS

Budget management

Root cause analysis

Agile/Scrum

Vendor management

Communication

Education

Bachelor degree in Information Technology

Related discipline degree with 16 years of technical experience

Tools

Agile tools

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.