AIOps Lead, Software Engineering

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.

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 you've learned along the way. You are more than just your resume; you are a reflection of your achievements, the knowledge you've gained, and the personal interests that shape who you are.

This role will lead the next phase of Zelis' operational transformation as we accelerate AWS migration and expand AI-native capabilities into the operations space. You will define and drive the AIOps strategy for the organization, combining cloud operations, observability, automation, SRE practices, and AI/agentic solutions to improve reliability, incident response, operational efficiency, and platform resilience.
As a senior technical leader, you will work across Engineering, Cloud, Infrastructure, Security, and Operations teams to design intelligent operational capabilities that move beyond traditional monitoring into proactive, automated, and agent-assisted operations. This role requires strong AWS depth, hands‑on experience with observability platforms such as New Relic and Open Search, strong AI and agent experience, a strong SRE mindset, and proven ability to apply Chat Ops and agentic or multi‑agent systems to real‑world operational workflows.

• Lead the AIOps strategy and architecture for Zelis Price Business Unit as we modernize operations alongside AWS migration and AI-native acceleration.
• Define and implement intelligent operational patterns that improve incident detection, triage, remediation, root cause analysis, and operational decision‑making.
• * Architect and scale observability capabilities across cloud and application environments, including metrics, logs, traces, dashboards, alerting, and service health visibility.
• Drive operational excellence across AWS environments by establishing scalable patterns for monitoring, resilience, reliability, automation, and governance.
• Design and implement AIOps capabilities using AI, agents, and agentic workflows to support incident response, anomaly detection, alert correlation, noise reduction, troubleshooting, and operational automation.
• Lead development of agentic and multi‑agent operational solutions that coordinate across monitoring, diagnostics, knowledge retrieval, remediation workflows, and operator assistance.
• Build and mature Chat Ops capabilities to improve collaboration, visibility, response speed, and workflow automation across engineering and operations teams.
• Partner with SRE, Cloud Engineering, Infrastructure, Security, and Application teams to embed reliability engineering practices into operational processes and platform design.
• Establish standards for operational telemetry, service‑level objectives, alert quality, escalation workflows, incident readiness, and post‑incident learning.
• Drive adoption and optimization of observability tools such as New Relic, Open Search, and related monitoring, logging, and analytics platforms.
• Identify opportunities to apply AI to reduce manual operational effort, improve mean time to detect and resolve issues, and increase platform stability and operator productivity.
• Ensure AIOps solutions are implemented with strong governance, security, auditability, and operational trustworthiness.
• Create playbooks, standards, reusable patterns, and operating models that scale AIOps adoption across teams.
• Mentor engineers and operators in modern operations practices spanning observability, automation, SRE, Chat Ops, and AI‑assisted operations.

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