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Senior Director of IT Operations

UnitedHealth Group

Horsham, PA
Job Code:
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Job Details

Senior Director of IT Operations(Job Number:710045)




The Senior Director of IT Operations is responsible for all aspects of day-to-day support and change management for all transactional and data warehouse systems in the Insurance Solutions business domain.  The application systems you are responsible for span multiple hardware and technology platforms and include policy administration, claims processing, digital services, and multiple data warehouses.  The transactional systems involve high processing volumes with hundreds of internal users and high availability requirements. The Sr. Director must ensure that all application SLA’s, OLA’s and application availability requirements meet the business needs.  To be successful, you will need to apply a combination of business and technical expertise to manage a high number of day-to-day support activities as well as lead the department in DevOps service transformation and other support evolution and modernization initiatives.  As an inspirational leader you will work with other teams to lead the internal team transformation to a DevOps delivery model, bridging waterfall and agile methodologies to elevate development, production operations and continuous delivery capabilities and mindsets.  You will be responsible for application availability and stability, coordinating work efforts with offshore teams, managing infrastructure upgrade projects, identifying and implementing process improvements, and working on high priority customer issues.  This position reports directly to the business segment CIO and as such, you would be expected to contribute high value in accomplishing departmental objectives beyond IT Operations.  This is a unique role where your efforts will make a positive and direct impact on our members and business customers.




Specific responsibilities will include:



  • Monitor the environment health, and drive improvements to enhance availability and performance
  • Manage Critical incident call support (24x7)
  • Drive technical team members to restore services in an expedited manner
  • Build team performance capabilities to build a strong understanding of issues, including in-depth technical analysis, troubleshooting, analyzing root cause and engaging appropriate SMEs as needed to drive incident and problem management
  • Ensure overall organizational support goals are met (i.e. SLA, incident / problem reduction, application availability)
  • Coordinate root cause analysis efforts for permanent resolution on all incidents
  • Identify opportunities for automation and operational efficiencies
  • Ensure support readiness prior to the deployment of any change to the production environment
  • Customer service orientation is a key to success - on a daily basis, you will collaborate with internal business partners, engineering teams and other technology professionals
  • Ability to adjust both written and oral communications to a variety of different audiences
  • Mentor senior level managers
  • Provide leadership to a DevOps Team that encompasses Architects, Engineers, Product Managers and Support Analysts to meet the needs of the organization by maintaining a high level of service availability
  • Performing quality reviews, managing operations, and operational issues
  • Lead DevOps team to design and implement continuous integration, deployment automation and release management strategies to automate repetitive manual tasks so we can focus on innovation
  • Move teams from reactive monitoring to proactive monitoring to improve system availability
  • Recovery of applications even when a non - application incident (e.g. a hardware failure) has necessitated remediation or recovery
  • Ensure new products, features and functionality are built for production operations
  • Manage a budget of $5M including internal and contract staffing, as well as employee development
  • Work with application owners and business partners to manage priorities for maintenance activities, continuous improvement initiatives and issue resolution
  • Manage application and database changes to fix problems or to restore services while ensuring changes are adequately tested to avoid potential impact to up - stream or down - stream applications (in the event of known impact, coordinate with other senior leadership as necessary)
  • Ensure that applications are performing in a way that maximizes business productivity (e.g. they meet on - line response time service levels, batch reports are delivered as required by the business and files are received and sent according to business - defined criteria)
  • Ensure that adequate capacity is available to support the needs of the business on an ongoing basis
  • Manage application-level testing and support for changes in other infrastructure areas (e.g. operating system upgrades, hardware changes, security upgrades, etc.)
  • Manage the formal data collection and reporting on all application-related service levels and periodic reviews with customers
  • Participate in vendor contract negotiations to ensure optimal service delivery and cost controls (e.g., SLAs, vendor discounts) and monitor/manage vendor performance to ensure compliance with contract terms/conditions and deliverables


Job IT General Management
Primary Location US-PA-Horsham
Other Location 
Organization M&R Insurance Solutions
Schedule Full-time
Number of Openings 1
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UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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