Reliability, Observability & Performance Manager

• Build and own one Judi performance scorecard covering adjudication accuracy and speed, file turnaround (eligibility, accumulators, formulary, MAC/network, claims), NRT lag, API response, system availability and reporting timeliness.
• Work with Enterprise Observability (Dynatrace, synthetics) to give everyone access to the same monitoring data.
• Define service level indicators and objectives (SLIs/SLOs) and alert thresholds that line up with Prime's incident priority levels.
• Add trend reporting, not just point-in-time snapshots: aging, recurring issues, capacity limits, and impact by member, client and claim.
• Contribute to the shared Prime Judi partnership health metrics.

• Write the runbooks and standard procedures for monitoring, triage, escalation and hypercare, and make sure they plug into Prime's existing processes: the Emergency Operations Center (EOC), ServiceNow incident and problem management, and the Weekly Availability Review.
• Fix alert routing and ownership so every Judi alert reaches the right team with a clear standard procedure.
• Track and enforce Judi Health's incident notification commitments.
• Set up release-readiness and regression testing gates, performance and stress testing, and disaster recovery testing for Judi.
• Make post-go-live monitoring for each migration standard and repeatable.

• Own the performance and reliability backlog across Prime work items, Judi Health JS tickets, and the Feature Request backlog.
• Prioritize by member and client impact, risk and contract obligations, and push for delivery commitments and release visibility.
• Bring backlog health to governance forums and the joint Judi/Prime performance syncs.

• Act as the main performance lead with Judi Health's engineering and service delivery teams.
• Work with Strategic Solutions, Operations, IT, EOC, Observability, Data Warehouse, Product and account teams.
• Explain technical issues in plain business terms for executives and clients.

• 8+ years in platform operations, site reliability engineering (SRE), observability or production support, program management.
• Experience in PBM, claims adjudication or healthcare preferred.
• Hands-on experience with observability tools (e.g., Dynatrace, Grafana, Splunk), dashboarding (Power BI) and SQL.
• Knowledge of APIs, batch and real-time file exchange, cloud data platforms (e.g., Redshift, GCP), and NCPDP claims flow.
• Experience with ITIL incident, problem and change management in ServiceNow, and with Jira.

• Calm, decisive and clear during incidents.
• Can influence without authority, both across Prime and with an external vendor.
• Writes and presents well to executive and client audiences.
• Uses data to make decisions and pushes for root-cause fixes over workarounds.

• Proven record of building repeatable processes, governance and operating rhythms from scratch.
• Strong backlog management and prioritization across competing stakeholders.
• Experience managing vendor performance and contracted service levels.

• Experience with SLOs and error budgets, or with automated quality gates in release engineering.
• Bachelor's degree in a technical or business field. ITIL, Agile or SRE certification is a plus.

careers@tekfortune.com