Systems Engineering Manager (Remote)

Purpose

Resp & Qualifications

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 ServiceNow 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.

Essential Functions

• 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, ServiceNow, 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 ServiceNow.
• 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 ServiceNow 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 DevOps practices.
• Manage licensing, capacity planning, and platform optimization.
• Ensure ServiceNow 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 ServiceNow to drive operational insights and continuous improvement.
• Ensure ITIL-aligned processes are optimized for cloud-native and DevOps operating models.
• Leverage AI and machine learning capabilities within Dynatrace, ServiceNow, 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.
  
  

Supervisory Responsibility

This position manages people.

Qualifications

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.

Preferred Qualifications

• 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 ServiceNow ITSM processes.
• Solid understanding of Microsoft Azure infrastructure and cloud-native architectures.
• Experience applying ITIL v4 and SRE practices in production environments.
• ITIL Foundation or higher certification.
• Dynatrace or ServiceNow certifications.
• Experience with AIOps, automation, or self-healing systems.
• Background in health care, insurance, or other regulated industries.
• Strong technical communication skills with the ability to lead under pressure.
  
  

Knowledge, Skills And Abilities (KSAs)

• Azure cloud operations.
• Dynatrace observability & AI analytics.
• ServiceNow ITSM & MIM.
• ITIL v4 & SRE methodologies.
• Incident command & crisis leadership.
• AIOps & automation.
• Reliability engineering mindset.
• Ability to present technical and non technical information to multiple audiences.
• Ability to build relationships across a variety of partner groups in a global environment.
• Ability to plan and manage complex projects.
• Knowledge of engineering theory and design criteria.
• Proficiency with various systems engineering tools and processes.
  
  

Licenses/Certifications

ITIL Foundations v3 Upon Hire Preferred

Salary Range: $139,520 - $258,984

Travel Requirements

Estimate Amount: 10% Routine travel between CareFirst/SBP locations.

Salary Range Disclaimer

The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being performed. This compensation range is specific and considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, internal peer equity, and market and business consideration. It is not typical for an individual to be hired at the top of the range, as compensation decisions depend on each case's facts and circumstances, including but not limited to experience, internal equity, and location. In addition to your compensation, CareFirst offers a comprehensive benefits package, various incentive programs/plans, and 401k contribution programs/plans (all benefits/incentives are subject to eligibility requirements).

Department

Performance and Monitoring Man

Equal Employment Opportunity

CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Where To Apply

Please visit our website to apply: www.carefirst.com/careers

Federal Disc/Physical Demand

Note: The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs.

Physical Demands

The associate is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, type, key and handle or feel small controls and objects. The associate must frequently talk and hear. Weights up to 25 pounds are occasionally lifted.

Sponsorship in US

Must be eligible to work in the U.S. without Sponsorship.