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Empowering data-driven healthcare for payers, providers, pharmacies, and life sciences organizations.
Senior Director, Customer Reliability & Technical Operations
Location
United States
Posted
74 days ago
Salary
$196.6K - $260K / year
Seniority
Lead
No structured requirement data.
Job Description
Senior Director, Customer Reliability & Technical Operations
Inovalon
Role Description The Senior Director, Customer Reliability & Technical Operations is accountable for the reliability, availability, performance, and operational health of Inovalon customer pharmacies using the ScriptMed SaaS platform. This leader directs a global operations organization (United States and India) responsible for ITIL-aligned Incident, Problem, and Change Management, as well as the technical functions that keep the platform stable and scalable. - Owns day-to-day and sustained operational performance for ScriptMed. - Leads a blended onshore/offshore operating model, ensuring 24x7 coverage. - Establishes and matures a Network Operations Center (NOC). - Drives operational discipline across Incident, Problem, and Change Management. - Provides executive-level visibility into platform health and risk. Key Responsibilities - Leadership & Operating Model: - Define and execute the customer reliability and technical operations strategy. - Build and lead high-performing teams across the U.S. and India. - Establish clear on-call and escalation models. - Partner with Engineering, Product, Security, and Customer Success. - Incident Management (Service Restoration): - Own the incident management lifecycle. - Ensure strong runbooks and incident roles. - Use DataDog monitoring and alerting for early detection. - Lead post-incident reviews. - Problem Management (Prevention and Root Cause): - Establish and mature a problem management program. - Create a consistent approach for trend analysis. - Partner with Engineering and Architecture for reliability improvements. - Change Management (Risk Reduction): - Own change management processes. - Define change classification standards and risk scoring. - Partner with DevOps and Engineering for change automation. - NOC / Intelligent Operations Management Center: - Stand up and operationalize a Network Operations Center. - Mature NOC capabilities into an AI-enabled Intelligent Operations Management Center. - Define and track operational KPIs. - Cloud Infrastructure Engineering (GCP): - Lead teams responsible for cloud infrastructure reliability. - Ensure platform availability and disaster recovery posture. - Drive standardization of infrastructure as code. - Database Administration (Oracle): - Lead database administration teams. - Establish database operational standards. - Partner with Engineering to improve data lifecycle management. - DevOps & SRE (Platform Reliability Engineering): - Lead DevOps teams responsible for CI/CD operational practices. - Lead SRE teams for defining and managing SLOs/SLIs. - Improve observability standards. - Tooling & Process Excellence (DataDog + ServiceNow): - Own the operational use of DataDog and ServiceNow. - Improve proactive detection and remediation. Qualifications - Bachelor’s degree in computer science, Information Systems, Engineering, or related field (or equivalent experience). - 10+ years of experience in technical operations, reliability engineering, platform operations, or production support for SaaS platforms. - 5+ years of experience leading managers and multi-team organizations. - Demonstrated experience running ITIL-aligned processes. - Proven track record improving production stability and reliability metrics. - Working knowledge of cloud infrastructure and operational practices. Preferred Qualifications - Experience supporting healthcare, pharmacy, specialty pharmacy, or other regulated SaaS environments. - Familiarity with GCP, Oracle, Kafka, and .NET in a production SaaS environment. - Experience implementing or maturing a NOC. - Strong background in SRE practices. - Experience with DataDog observability and ServiceNow ITSM. Physical Demands and Work Environment - Sedentary work (i.e., sitting for long periods of time). - Exerting up to 10 pounds of force occasionally. - Travel up to 20% (adjust as needed for business requirements). Benefits - Competitive salary and performance-based incentives. - Health insurance, life insurance, company-paid disability, 401k. - 18+ days of paid time off.
Job Requirements
- Bachelor’s degree in computer science, Information Systems, Engineering, or related field (or equivalent experience).
- 10+ years of experience in technical operations, reliability engineering, platform operations, or production support for SaaS platforms.
- 5+ years of experience leading managers and multi-team organizations.
- Demonstrated experience running ITIL-aligned processes.
- Proven track record improving production stability and reliability metrics.
- Working knowledge of cloud infrastructure and operational practices.
- Preferred Qualifications
- Experience supporting healthcare, pharmacy, specialty pharmacy, or other regulated SaaS environments.
- Familiarity with GCP, Oracle, Kafka, and .NET in a production SaaS environment.
- Experience implementing or maturing a NOC.
- Strong background in SRE practices.
- Experience with DataDog observability and ServiceNow ITSM.
- Physical Demands and Work Environment
- Sedentary work (i.e., sitting for long periods of time).
- Exerting up to 10 pounds of force occasionally.
- Travel up to 20% (adjust as needed for business requirements).
Benefits
- Competitive salary and performance-based incentives.
- Health insurance, life insurance, company-paid disability, 401k.
- 18+ days of paid time off.
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