Description
We're building a world of health around every individual , shaping a more connected, convenient and compassionate health experience.
As an Operational Lead for Production Support, you will play a key role in overseeing the operational governance and performance of production support services in the Commercial and Network/Provider organization.
Primary Responsibilities
- Implement and monitor domain-specific SLAs/KPIs and service performance levels.
- Engage with IRT during incident events.
- Oversee supplier(s) performance to ensure consistent, high-quality service delivery.
- Ensure timely resolution of root cause, 5Whys, and defect elimination plans for all events through effective knowledge management and support transitions between delivery teams, vendors and application owners.
- Lead blameless post-incident reviews to drive root cause identification, learning, and measurable corrective actions.
- Lead operational transformation initiatives focused on efficiency, reliability, automation, AI adoption and SRE practices.
- Provide end-to-end oversight of incident management processes to ensure rapid resolution and minimal business impact.
- Drive incident reduction and MTTR improvements.
- Communicate clearly during high-severity events.
Operational Governance
- Establish and enforce production support policies, standards, and controls.
- Monitor compliance with SLAs, contracts, and operational commitments.
- Lead governance forums and proactively manage operational risks and mitigation plans.
Transition & Environment Management
- Oversee transition planning for new/existing applications, services and vendors.
- Ensure smooth vendor onboarding and environmental readiness with zero disruptions.
Performance & Reporting
- Track, analyze, and report service performance metrics to stakeholders.
- Drive continuous improvement initiatives and manage operational escalations as needed.
Incident & Reliability Oversight
- Ensure effective escalation paths, communication protocols, and coordination across support teams and operational leads.
- Proactively identify systemic risks, recurring failure patterns, and single points of failure across production environments.
- Partner with engineering teams to prioritize remediation based on business impact and reliability risk.
Required Qualifications
- 5+ years of experience in Technical Production Support
- 5+ years of experience in incident/problem management
- 5+ years of experience in vendor relations/coordination
- 3+ years of experience in SLA frameworks and performance analytics
- 3+ years of experience with ServiceNow, Jira, Splunk, Dynatrace.
Preferred Qualifications
- Proven ability to lead complex incident response and drive long-term reliability improvements across production environments.
- Experience conducting blameless post-incident reviews and ensuring corrective actions are implemented and sustained.
- Demonstrated success using automation to reduce operational toil, improve MTTR, and enhance service reliability.
- Working knowledge of ITIL practices and Site Reliability Engineering principles, including reliability metrics and continuous improvement models.
- Strong executive-level communication skills, with the ability to provide clear, confident updates during high-severity incidents.
- Experience leading cross-functional teams in a global, vendor-supported operating model.
Education
- Bachelor's degree preferred/specialized training/relevant professional qualification.
Pay Range
The typical pay range for this role is: $130,295.00 - $260,590.00
Benefits
This full-time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.