Service Reliability Specialist

Service Reliability Specialist

Backfill for an existing Service Reliability Specialist position supporting incident leadership, root cause analysis, problem management, process governance, and cross-functional coordination.

What You'll Do:

• Lead the coordination and management of high-impact client and service incidents from identification through resolution.
• Serve as the central point of contact during incidents, ensuring alignment across technical teams, business stakeholders, and leadership.
• Facilitate incident calls, ask the right questions, challenge assumptions, and ensure owners, next steps, and timelines are clearly defined.
• Assess when escalation, additional support, or stakeholder engagement is needed to move resolution forward.
• Provide timely, clear, and accurate incident updates tailored to technical and non-technical audiences.
• Lead and support root cause analysis discussions with a focus on learning, accountability, and reducing repeat incidents.
• Partner with cross-functional teams to define corrective and preventive actions and track them through completion.
• Identify gaps in incident processes, communication, decision-making, and accountability, and recommend improvements.
• Review incident trends and recurring issues to support problem management and continuous improvement efforts.
• Maintain incident documentation, procedures, lessons learned, and reporting.
• Promote consistent, transparent, and professional incident management practices.
• Build strong working relationships across Product, Technology, Operations, and Client Services to improve service reliability.
• Support special projects, process improvements, reporting, and other operational responsibilities based on business needs.
• Provide timely feedback to leadership regarding incident trends, progress, risks, concerns, and opportunities for improvement.

What You'll Bring to Zelis:

• Bachelor's degree with 4+ years of relevant experience, or a master's degree with 2+ years of relevant experience.
• Experience leading or facilitating root cause analysis and driving corrective actions across cross-functional teams.
• Familiarity with process improvement methodologies such as Lean or Six Sigma.
• Familiarity with AI tools and an interest in using technology to improve workflows and efficiency.
• Excellent written and verbal communication skills, with the ability to explain complex or technical information clearly and concisely to different audiences.
• Strong client service and stakeholder management skills, with the ability to build and maintain positive working relationships.
• Strong project management, organizational, and follow-through skills.
• Ability to work independently while collaborating effectively across teams.
• Strong critical thinking, judgment, and problem-solving skills.
• Ability to remain calm, focused, and effective during high-pressure incidents.
• Experience presenting work, recommendations, or findings to internal teams, leadership, and external stakeholders.
• Commitment to ongoing learning and professional development through company and industry training.

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 team. In-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

$65,000.00 - $82,650.00

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…