Sr Director Application Reliability Engineering & Support

HCSC Group; Chicago, Northern (IL, KY); Hybrid; USD 121,000 - 225,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

Pension plan

Paid time off

Parental leave

Disability insurance

Life insurance

Employee assistance program

Paid holidays

Tuition reimbursement

Job summary

Health Care Service Corporation (HCSC) is seeking a senior leader to own AMS Incident and Problem Management governance, driving proactive monitoring, analytics and performance management. This role collaborates with business stakeholders, technology teams and vendors to identify risks, implement root-cause remediation, and strengthen platform resilience.

It also oversees end-to-end resolution of critical incidents and maintains escalation processes.

Qualifications

• Bachelor's degree or related discipline with extensive IT/tech experience.
• Proven leadership and cross-functional influence in complex environments.
• Experience with ITIL/Service Management and incident/problem domains.

Responsibilities

• Lead operational excellence, governance and continuous improvement of AMS Incident and Problem Management.
• Develop proactive monitoring, analytics and performance management.
• Review metrics and trends to identify risks and drive root-cause remediation.
• Oversee end-to-end incident resolution and vendor escalation to ensure service reliability.
• Manage budgets and allocate resources for projects and operational needs.

Skills

Management leadership

Cross-functional collaboration

Influence

Customer service oriented

Performance metrics driven

Problem solving

Continuous improvement

ITIL / Service Management

Education

Bachelor's degree in Information Technology or related field

Bachelor Degree in Computer Science

Tools

ITIL

Cloud technologies (SaaS / IaaS / PaaS)

Version control

Agile/Scrum tools

Web/mobile tech knowledge

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.

Job Summary

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.

The compensation offered will vary depending on your job-related skills, education, knowledge, and experience.

This role aligns with an annual incentive bonus plan subject 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.

We are an Equal Opportunity Employment employer dedicated to workforce diversity and a drug-free and smoke-free workplace.

If you are an individual with a disability or a disabled veteran and need an accommodation or assistance in either using the Careers website or completing the application process, you can call us at 1-866-977-7378 to request reasonable accommodations. Please note that only requests for accommodations in the application process will be returned.

Base Pay Range $121,200.00 - $225,200.00 Exact compensation may vary based on skills, experience, and location.