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 SummaryThis 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.
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.
Base Pay Range$121,200.00 - $225,200.00Exact compensation may vary based on skills, experience, and location.
Skills Required
- Bachelor’s degree and 12 years of information technology experience, or a related discipline degree and 16 years of technical experience
- Five years of management or leadership experience
- Ability to drive cross-functional execution
- Ability to influence
- Customer service orientation
- Performance- or metrics-driven decision-making experience
- Proactive problem-solving and appropriate escalation
- Problem-solving and analytical thinking
- Continuous improvement experience
- Knowledge of required third-party solutions
- Knowledge of problem management and/or root-cause analysis
- Experience in application and server operations
- Experience in application configuration
- Experience with cloud computing, SaaS, IaaS, and PaaS technologies
- Experience with code versioning and code merging
- Experience with iterative, Agile, or Scrum development tools
- Experience with ITIL and service management
- Knowledge of system architecture and application portfolios
- Experience with mobile, operating system, traditional application, and web technologies
- Experience overseeing annual budgets and allocating resources
- Experience translating initiatives into business cases
- Experience conducting cost-benefit analyses and evaluating return on investment
- Bachelor’s degree in Computer Science and/or Information Technology
- Consultative problem-solving and/or consulting experience
Health Care Service Corporation Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Health Care Service Corporation and has not been reviewed or approved by Health Care Service Corporation.
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Retirement Support — A pension plan alongside a matching 401(k) is offered, an uncommon combination in the private sector. This combination is described as a standout element that helps retain employees.
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Healthcare Strength — Healthcare options are broad, with multiple medical, dental, and vision choices, wellness incentives, and access to resources like on-site fitness centers and an EAP. These offerings add meaningful value beyond base pay.
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Parental & Family Support — Paid parental leave (up to six weeks at full pay after one year), adoption assistance, and mothers’ rooms are available. These supports reinforce family needs alongside work commitments.
Health Care Service Corporation Insights
What We Do
Imagine Something New, Something Different. Health Care Service Corporation, a Mutual Legal Reserve Company (HCSC), is the largest customer-owned health insurer in the nation and the fourth largest overall. Operating through our Blue Cross and Blue Shield Plans in Illinois, Montana, New Mexico, Oklahoma and Texas (as well as a variety of affiliates and subsidiaries,) we are expanding access to high-quality, cost-effective health care. We are equipping members with information and tools so they can make the best health care decisions for themselves and their families. HCSC is continuously recognized as an employer committed to community, diversity and inclusion, training and development. HCSC is committed to pioneering the health care space in ways as effective as they are creative. If you are passionate about the impact you want to have through your work, with a desire to apply innovative thinking to new and emerging challenges, we encourage you to learn more about HCSC. Learn about what we stand for, how we work and the difference we’re making in the lives of our 15 million members. Join HCSC and discover what new ways of thinking can mean for you, your community, our customers and our organization. Divisions of Health Care Service Corporation, a Mutual Legal Reserve Company, an Independent Licensee of the Blue Cross and Blue Shield Association.
