Software Engineering Director, Application Support - Evernorth Health Services- Hybrid

What you should know about us

We are the Sales, Underwriting and Pricing technology team, a part of U. S. Employer Front End Technology organization. We build, and support mission critical applications used by U.S. Employer’s Sales Management, Underwriting and Pricing operations teams – quickly and reliably. Our systems process between 75K -95K sales opportunities per year across multiple market segments resulting in over 4.5 million pricing calculations. We are over a 100 code releases per year and support over 30 assets.

The impact you will have

As Software Engineering Director - Application Support for Sales, Underwriting and Pricing, you will:

• Lead a team of L1/L2 production support engineers onshore and offshore, mentor, inspire to find new ways to support day-to-day needs.
• Drive strategic initiatives related to performance, stability and process for the mission critical applications used by SUWP users; working closely with direct team and cross functional partners to deliver needed results in tough circumstances and expedited timelines
• Using industry best practices, you'll oversee application troubleshooting, maintenance, identification, escalation, and resolution of issues.
• Maximize the effectiveness of the Production Support organization through the prioritization, processing, and funneling of data, information, and recommendations needed to make important decisions and take impactful and measurable action 
• Foster strong relationships with technology, business partners, 3rd party partners and collaborate across multiple levels of management and effectively communicate strategies and resolutions 
• Drive a culture of continuous improvement and accountability with a bias for action when you see a problem that needs to be solved
• Serve as a trusted strategic advisor to Business and Technical leadership

Your key responsibilities include:

• Incident and problem management - Provide technology leadership during outage calls until systems are up and running, partner closely with technology operations, drive root cause analysis and completion of corrective actions, with timely communications to leadership and relevant stakeholders.
• Helpdesk management and operations - Maintain an L1/L2 production support strategy that aligns with the overall IT and business objectives of the organization; develop processes to align with team goals and continuous improvements with ticket engagement & resolution speed and accuracy and drives user satisfaction. 
• Stakeholder partnerships - Build relationships and collaborate with key business and technology stakeholders across the Sales, Underwriting and Actuarial Pricing landscape
• Strategic planning - Create and maintain a production support roadmap focused on measurable optimizations and reporting factoring in business user expectations, technology and enterprise positions and industry trends in support management.
• Communications – Lead production support related communications across monthly operating review & steering meetings, escalations, RCA reviews and change / release communications, production environment changes and release notifications
• Operational reviews -  Build KPI reporting to measure support service & performance on a weekly, monthly, and quarterly basis highlighting gaps & opportunities, alerting / monitoring; identify themes, patterns, focused on stability improvements / helpdesk ticket resolution / performance / security
• Talent and Team Management -  Manage near-shore and off-shore 24/7 support service team in place to ensure best practices are followed for process, triage, communication while developing people to meet both their career goals and the organization’s goal 
• Budgets and Financial management  - Manage team financials and strategic vendor relationships

What you will bring to the team

This critical role interfaces with other technology teams, 3rd party partners, business partners and requires a strong sense of ownership. A wide variety of strengths and capabilities, including the below is required

• A passion for problem solving and curious mindset
• Excellent communication skills to succinctly deliver key messages and explain technical subject matter to technical, business audience and executives
• Critical thinking and take a leading position with quick decision making skills in a fast paced environment and in occasionally high pressure situations
• Comfortable with ambiguity and willing to take principled bets; be able to see big picture and connect the dots
• Navigate organizational structures to drive consistent transformation and change for process improvements for support service
• Experience and ability to logical