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.

Are you being referred to one of our roles? If so, ask your connection at HCSC about our Employee Referral process!

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 plan subject to the terms and the conditions of the plan.

Base Pay Range
$121,200.00 - $225,200.00

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