Dir - Technical Operations

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Job Details
Role Summary
The Director of Technical Operations leads the end-to-end operational health, stability, and continuous improvement of Cencora's Human Health eCommerce and Portal application ecosystem. This leader partners closely with Software Engineering, Infrastructure/Cloud, Security, and Program/Project leadership to ensure reliable production operations, strong incident management practices, post-launch stabilization, and measurable operational KPIs. The role drives technical enablement across observability, resilience, connectivity, and availability while proactively identifying technical risks and modernization opportunities.
Key Responsibilities
Technical Support, Troubleshooting, and Operational Excellence

• Provide senior-level technical leadership for application support and complex troubleshooting, partnering with software engineers, program managers, and infrastructure teams.
• Investigate and resolve incidents related to application performance, system integrations, and data discrepancies using logs, traces, metrics, and system health indicators.
• Ensure Day 1 readiness for launches and lead post-launch stabilization to achieve smooth transitions into steady-state operations.

Incident Management, RCA, and Continuous Improvement

• Lead/support incident management for critical issues, including root cause analysis (RCA) and post-mortem reviews.
• Drive corrective and preventive actions (CAPA) to prevent recurrence and reduce incident volume and time-to-recovery.
• Establish repeatable processes to track operational KPIs, technical debt, and modernization opportunities.

Collaboration and Stakeholder Alignment

• Collaborate with developers to understand application usage patterns, review technical designs, and recommend operational and reliability improvements.
• Partner with TPMs and PMOs to align operational activities with project timelines, release schedules, and business priorities.
• Work across functions and organizational boundaries to drive execution, accountability, and outcomes.

System Optimization, Resilience, and Compliance

• Partner with infrastructure and cloud teams to optimize deployments, configurations, and performance tuning across on-prem and Azure environments.
• Ensure adherence to security policies, compliance requirements, and operational best practices.
• Own and maintain operational stability, ensuring Disaster Recovery (DR), High Availability (HA), and Business Continuity plans are in place, tested, and actionable.

Documentation, Process Definition, and Enablement

• Own the structure, quality, and ongoing maintenance of operational documentation to keep it accessible and relevant for stakeholders.
• Evolve infrastructure and operational layers supporting applications, including observability, connectivity, resilience, and availability.
• Proactively identify and mitigate technical risks throughout the delivery lifecycle.

Execution and Results Focus

• Demonstrate accountability, follow-through, and a results-oriented approach to meeting business and operational goals.
• Influence and drive educated decisions across product, engineering, design, and business stakeholders by simplifying complex technical challenges.

Required Qualifications

• Significant experience leading technical operations and production support for customer-facing digital applications (eCommerce/portals preferred).
• Strong troubleshooting and incident response background across distributed systems, integrations, and data flows.
• Experience operating in hybrid environments (on-prem and Microsoft Azure), including application hosting and operational issue resolution.
• Working knowledge of:
  
  • Java frameworks (e.g., Spring, Quarkus) and JavaScript frameworks (e.g., React.js)
  • Databases: Oracle, SQL Server, and NoSQL technologies
  • Monitoring/observability tools (e.g., Dynatrace, Azure Application Insights, Kibana)
  • Performance and diagnostic tools (e.g., Selenium, LoadRunner, or similar)
  • CI/CD practices and tools (e.g., Jenkins, Azure DevOps)
  • Networking concepts, authentication mechanisms (OAuth, SAML), and API integrations
• Strong stakeholder management skills with the ability to influence across multiple teams and priorities.
• Excellent analytical, quantitative, and systems-thinking approach to problem solving.
• Experience building and operating scalable, highly available platforms/services using distributed computing patterns.
• Experience with tooling and documentation platforms such as Confluence and Jira, and operational reporting via Power BI dashboards.
• Demonstrated success establishing operational governance (KPIs, action tracking, post-mortems, technical debt management) in a product delivery organization.

EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

• Bachelor's or Master's Degree in Computer Science, Information Systems, Business Administration, or other related field. Or equivalent work experience.
• Typically has at least ten (10) years of IT and business/industry work experience, with knowledge of one process/service.
• Requires experience in managing teams and building relationships with people at a variety of levels.
• Requires demonstrated ability to launch and deliver one or more IT project(s) on time and within budget.

MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:

• Demonstrated ability to formulate and execute business strategies to exceed operational expectations and further enhance the customer experience.

• Deep understanding of business strategy and ability to translate strategy into system and technology solutions.

• Demonstrated "hands on" experience working in large-scale environments and tweaking business processes to support growth and productivity

• Demonstrated ability to lead change, able to take calculated risk and seeks continuous improvement

• Demonstrated ability in building a successful organization and experience delivering results via improved customer satisfaction, lower production costs and high levels of employee engagement

• Ability to communicate effectively both orally and in writing; ability to communicate with customers, associates and management; solid teamwork and interpersonal skills

• Strong presentation skills; ability to present and discuss strategies and technical information in a manner that establishes rapport, persuades others, and gains understanding

• Ability to establish solid relationships with vendors in support of initiatives; ability to negotiate and manage outside vendors against deliverables.

• Solid project management skills including the ability to effectively deploy resources and manage multiple projects of various diverse scope in a cross-functional environment

• Knowledge of key technology standards around ITIL and service delivery

What Cencora offers
We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members' ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. For details, visit https://www.virtualfairhub.com/cencora
Full time
Equal Employment Opportunity
Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.
The company's continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.
Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email [email protected]. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned
Affiliated Companies
Affiliated Companies: AmerisourceBergen Services Corporation