Systems Engineering Manager; Remote

PURPOSE:

The Manager, Technology Operations Center (TOC) is a hands-on technical leader responsible for operating and evolving a modern, cloud-first Technology Operations Center. This role owns Major Incident Management, Event Management, and enterprise monitoring and observability, supporting a large-scale Azure-based application and infrastructure ecosystem.

The role is deeply aligned to ITIL v4 processes, Site Reliability Engineering (SRE) principles, and AI-driven operations, leveraging Dynatrace as the primary observability platform and Service Now as the ITSM system of record. The successful candidate will drive measurable improvements in service reliability, incident response, and operational automation while ensuring technology services meet the high availability standards required in health care insurance.

• Lead the technical and operational execution of the Technology Operations Center supporting cloud-native applications and platforms.
• Define TOC architecture, workflows, and tooling strategy aligned to Azure, Dynatrace, Service Now, and AI-enabled operations.
• Build and lead a technically skilled team of TOC analysts and engineers.
• Establish and measure operational KPIs including availability, MTTD, MTTR, error budgets, and alert quality.
• Ensure operational excellence for systems supporting member enrollment, claims, provider services, and digital health platforms.
• Own and operate the Major Incident Management (MIM) process using Service Now.
• Act as Incident Commander for high-severity production incidents impacting member- or provider-facing systems.
• Coordinate real-time response across application, Azure infrastructure, SRE, security, and vendor teams.
• Ensure clear, technically accurate communication to leadership and business stakeholders.
• Act as a subject matter expert, contributing to blameless post-incident reviews, root cause analysis, and corrective action tracking.
• Own the Event Management lifecycle leveraging Dynatrace for real-time observability.
• Design and maintain monitoring standards across:
  Azure infrastructure (compute, network, storage, cloud platforms and services (PaaS, containers, APIs), and drive alert optimization, noise reduction, and event correlation.
• Partner with engineering teams to embed observability best practices (metrics, logs, traces).
• Improve early detection of service degradation impacting health care workflows.
• Serve as technical owner for Dynatrace, including:
  Architecture and deployment strategy, configuration standards and best practices, integration with Service Now and other operational tools and leverage Dynatrace AI (Davis) for root cause analysis, anomaly detection, and proactive issue identification.
• Drive adoption of Dynatrace across engineering teams to support SRE and Dev Ops practices.
• Manage licensing, capacity planning, and platform optimization.
• Ensure Service Now effectively supports Incident, Major Incident, Event, and Problem Management processes.
• Partner with ITSM, platform, and automation teams to enhance workflows and integrations.
• Use data from Service Now to drive operational insights and continuous improvement.
• Ensure ITIL-aligned processes are optimized for cloud-native and Dev Ops operating models.
• Leverage AI and machine learning capabilities within Dynatrace, Service Now, and related platforms to:
  Improve signal-to-noise ratio, accelerate root cause identification, enable proactive and predictive operations, and identify opportunities for automation and self-healing in incident response.
• Drive adoption of AIOps practices aligned to reliability, scalability, and cost efficiency.

This position manages people.

• Education Level: Bachelor's Degree in Computer Science, Information Technology or related field OR in lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.
• Experience:
  
  5 years Related professional experience. 1 year Supervisory experience or demonstrated progressive leadership experience.

• Experience in technology operations, TOC/NOC, SRE, or cloud operations.
• Strong hands-on experience with Major Incident Management in enterprise environments.
• Deep experience with monitoring and observability platforms, preferably Dynatrace.
• Strong experience with Service Now ITSM processes.
• Solid understanding of Microsoft Azure infrastructure and cloud-native architectures.
• Experience applying ITIL v4 and…