Senior Manager, Site Reliability & Operational Resilience

At Zelis we Get Stuff Done. So lets get to it!

A Little About Us

Zelis is modernizing the healthcare financial experience across payers providers and healthcare consumers. We serve more than 750 payers including the top five national health plans regional health plans TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify optimize and solve problems holistically with technology built by healthcare experts driving real measurable results for clients.

At Zelis AI is woven into the fabric of how we work. Every associate is expected - and empowered - to partner with AI to challenge the status quo accelerate innovation and amplify their impact. This is a place for builders with a growth mindset who act with agility embrace change and use modern technology to shape smarter solutions exceptional experiences and the future of our industry for our clients customers and our culture.

A Little About You

You bring a unique blend of personality and professional expertise to your work inspiring others with your passion and dedication. Your career is a testament to your diverse experiences community involvement and the valuable lessons youve learned along the way. You are more than just your resume; you are a reflection of your achievements the knowledge youve gained and the personal interests that shape who you are.

Position Overview

The Senior Manager Site Reliability & Operational Resilience will lead and mature the enterprise capabilities that enable Zelis to detect respond to recover from and continuously learn from technology disruptions. Reporting to the Director Global Operations this leader will set the strategy and operating model for Enterprise Observability Major Incident Command Disaster Recovery Orchestration and reliability engineering while partnering with the IT Service Management Process team to strengthen problem management and drive disciplined execution of major-incident corrective actions.
This leader will lead a globally distributed function in close partnership with an India-based leader. Together they will align priorities standards coverage handoffs performance measures and talent development as one global organization.
This is a build-and-transform opportunity for a technically credible pragmatic leader who enjoys fixing what is not working creating durable operating mechanisms and scaling strong practices across a complex enterprise. The successful candidate will combine calm leadership under pressure with the engineering depth influence and persistence required to turn reliability and resilience into measurable business outcomes.

What Youll Do

Build and scale the practice. Define and execute a multi-year Site Reliability & Operational Resilience roadmap including the target operating model service offerings governance standards talent plan maturity measures and adoption strategy required to operate at enterprise scale.

Lead a global team of senior engineers. Coach organize and develop a team composed primarily of senior engineers and technical leads. Partner with the India-based leader to create clear ownership effective follow-the-sun handoffs sustainable coverage strong technical decision-making career growth and a culture of high autonomy with clear accountability.

Own the enterprise observability strategy. Establish the target-state architecture and operating model across LogicMonitor New Relic Splunk and Datadog. Standardize telemetry across metrics logs traces events synthetic monitoring and service health; improve onboarding dashboards integration signal quality alert precision platform economics and adoption across critical services.

Mature the Major Incident Command capability. Lead coach and scale the Incident Commander function. Establish a consistent command model severity standards decision rights playbooks technical and business coordination global handoffs executive communications and learning mechanisms that accelerate service restoration and increase confidence during high-impact events.

Build Disaster Recovery Orchestration. Create the process governance annual testing strategy roles communications and cross-functional coordination needed to execute reliable disaster recovery exercises. Establish and govern a single source of truth for recovery plans runbooks dependencies ownership test evidence lessons learned and remediation status.

Make recovery readiness visible and measurable. Define recovery-readiness measures and dashboards that monitor plan currency test coverage critical dependencies RTO/RPO attainment recovery gaps and remediation aging. Help advance the organization from periodic disaster recovery testing toward continuous operational resilience through scenario exercises game days failover validation and ongoing learning.

Close the loop after incidents. Partner with the IT Service Management Process team to improve post-incident reviews root-cause quality known-error practices and execution of problem-management and major-incident action items. Create transparent mechanisms for ownership due dates dependencies aging risk acceptance escalation and verification of effectiveness while keeping delivery accountability with the assigned action owners.

Establish reliability and resilience standards. Define practical standards for service tiering SLIs SLOs error budgets production readiness capacity dependency management recovery objectives resilience testing operational health and reliability reviews. Embed these practices into the lifecycle of critical services.

Engineer out toil and recurring failure. Turn operational pain points into an engineering backlog and drive automation runbook automation self-service event correlation self-healing and prioritized technical-debt remediation that reduce manual work and prevent repeat incidents.

Influence across the enterprise. Partner with Application Engineering Infrastructure Cloud and Platform Engineering Cybersecurity Enterprise Architecture Business Continuity Risk and Compliance Product business operations and third-party providers to embed reliability recoverability and resilience into technology decisions and service ownership.

Measure and communicate what matters. Create decision-quality metrics and executive reporting that connect customer impact service availability detection and restoration speed recurring incidents alert quality action-item aging recovery readiness resilience risk automation and team health to business outcomes.

Minimum Qualifications

• 8 years of progressive experience in Site Reliability Engineering production engineering platform engineering DevOps cloud operations infrastructure engineering or a closely related discipline.
• 3 years of people leadership experience including direct leadership of senior engineers technical leads managers or globally distributed teams.
• Demonstrated success building or materially maturing at least two of the following enterprise capabilities: observability Site Reliability Engineering major incident command problem-management execution disaster recovery or operational resilience.
• Proven experience leading high-severity production incidents including command and control executive communications cross-functional coordination risk-based decision-making and post-incident learning.
• Experience orchestrating disaster recovery tests or resilience exercises including recovery-plan governance cross-functional coordination documentation management RTO/RPO validation evidence capture and remediation tracking.
• Strong understanding of distributed-system and hybrid-enterprise failure modes across cloud platforms networks containers operating systems databases messaging APIs third-party services and CI/CD pipelines.
• Experience with enterprise observability practices across metrics logs traces events alerting dashboards synthetic monitoring and service-level objectives.
• Strong engineering and automation orientation with working knowledge of scripting APIs infrastructure as code runbook automation or event-driven remediation using technologies such as Python PowerShell Go Terraform or equivalent tools.
• Demonstrated ability to influence senior technical and business stakeholders establish accountability without relying solely on direct authority and translate operational risk into clear business decisions.
• Bachelors degree in Computer Science Information Technology Engineering or a related field or equivalent practical experience.
• Ability to support critical incidents and planned recovery exercises outside normal business hours when required.

Preferred Qualifications

• Experience in healthcare technology healthcare payments financial services insurance or another highly regulated and business-critical environment.
• Experience operating Azure and/or AWS at enterprise scale including Kubernetes-based hybrid or multi-cloud environments.
• Direct experience with one or more of the current observability platformsLogicMonitor New Relic Splunk and Datadogand with telemetry standards such as OpenTelemetry.
• Working knowledge of ITIL problem management major incident management change enablement and an enterprise ITSM platform such as Jira Service Management combined with a strong engineering mindset.
• Experience with global or follow-the-sun operating models third-party service providers and vendor incident escalation and corrective-action management.
• Relevant certifications in cloud platforms Site Reliability Engineering IT service management business continuity disaster recovery or incident command.

Why This Role

This role offers the opportunity to build a cohesive enterprise capability rather than simply operate existing processes. You will shape the team tooling strategy standards metrics and operating mechanisms that determine how Zelis sees risk responds under pressure recovers critical services prevents recurrence and becomes more resilient over time.

Please note at this time we are unable to proceed with candidates who require visa sponsorship now or in the future.

Location and Workplace Flexibility

Zelis is headquartered in the U.S. with multiple locations across the country and in Hyderabad India. Check out our locations to learn more about our offices. All employee work locations are based on the needs of the position and are determined by the Leadership -office work and activities vary based on work and team objectives in accordance with Company policies.

While location expectations vary by role candidates within approximately 50 miles of a U.S. office are generally preferred to support collaboration when needed. Our hybrid approach is flexible and in-office presence is guided by team and business needs rather than a fixed weekly schedule.

Base Salary Range

$139000.00 - $176700.00

At Zelis we are committed to providing fair and equitable compensation packages. The base salary range allows us to make an offer that considers multiple individualized factors including experience education qualifications as well as job-related and industry-related knowledge and skills etc. Base pay is just one part of our Total Rewards package which may also include discretionary bonus plans commissions or other incentives depending on the role.

Zelis full-time associates are eligible for a highly competitive benefits package as well which demonstrates our commitment to our employees health well-being and financial protection. The US-based benefits include a 401k plan with employer match flexible paid time off holidays parental leaves life and disability insurance and health benefits including medical dental vision and prescription drug coverage.

Equal Employment Opportunity
Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.

We welcome applicants from all backgrounds and encourage you to apply even if you dont meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all.

Accessibility Support
We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process please email .

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities duties and skills from time to time.