Role Summary:

The Director of Technical Operations leads the end-to-end operational health, stability, and continuous improvement of Cencora’s Human Health eCommerce and Portal application ecosystem. This leader partners closely with Software Engineering, Infrastructure/Cloud, Security, and Program/Project leadership to ensure reliable production operations, strong incident management practices, post-launch stabilization, and measurable operational KPIs. The role drives technical enablement across observability, resilience, connectivity, and availability while proactively identifying technical risks and modernization opportunities.

Key Responsibilities:

Technical Support, Troubleshooting, and Operational Excellence

• Provide senior-level technical leadership for application support and complex troubleshooting, partnering with software engineers, program managers, and infrastructure teams.

• Investigate and resolve incidents related to application performance, system integrations, and data discrepancies using logs, traces, metrics, and system health indicators.

• Ensure Day 1 readiness for launches and lead post-launch stabilization to achieve smooth transitions into steady-state operations.

Incident Management, RCA, and Continuous Improvement

• Lead/support incident management for critical issues, including root cause analysis (RCA) and post-mortem reviews.

• Drive corrective and preventive actions (CAPA) to prevent recurrence and reduce incident volume and time-to-recovery.

• Establish repeatable processes to track operational KPIs, technical debt, and modernization opportunities.

Collaboration and Stakeholder Alignment

• Collaborate with developers to understand application usage patterns, review technical designs, and recommend operational and reliability improvements.

• Partner with TPMs and PMOs to align operational activities with project timelines, release schedules, and business priorities.

• Work across functions and organizational boundaries to drive execution, accountability, and outcomes.

System Optimization, Resilience, and Compliance

• Partner with infrastructure and cloud teams to optimize deployments, configurations, and performance tuning across on-prem and Azure environments.

• Ensure adherence to security policies, compliance requirements, and operational best practices.

• Own and maintain operational stability, ensuring Disaster Recovery (DR), High Availability (HA), and Business Continuity plans are in place, tested, and actionable.

Documentation, Process Definition, and Enablement

• Own the structure, quality, and ongoing maintenance of operational documentation to keep it accessible and relevant for stakeholders.

• Evolve infrastructure and operational layers supporting applications, including observability, connectivity, resilience, and availability.

• Proactively identify and mitigate technical risks throughout the delivery lifecycle.

Execution and Results Focus

• Demonstrate accountability, follow-through, and a results-oriented approach to meeting business and operational goals.

• Influence and drive educated decisions across product, engineering, design, and busin