Platform Reliability, Observability & Performance Manager - Remote

Genesis10 is currently seeking a Platform Reliability, Observability & Performance Manager for a Remote position with a Leading Pharmacy Benefit Manager located in Eagan, MN. This is a 12+ month contract opportunity.

Compensation: $83-89 per hour, W2, based on qualifications

Position Overview:
As our client migrates to a new platform, this leader will own how the organization monitors, measures and improves the platform's performance. This involves transforming scattered alerts, vendor reports, and manual checks into a clear, proactive, and accountable operating discipline that works across the company and its platform partner.
Top 3 skills: 
1. Platform/site reliability experience and performance management

2. Building mature reliability processes, dashboards, and operating practices

3. Demonstrated thought leadership solving difficult platform reliability problems

Key Responsibilities:

• Build and own a unified performance scorecard covering adjudication accuracy and speed, file turnaround, API response, system availability, and reporting timeliness
• Work with Enterprise Observability to provide universal access to monitoring data
• Define service level indicators and objectives (SLIs/SLOs) and alert thresholds aligned with incident priority levels
• Add trend reporting for aging, recurring issues, capacity limits, and impact by member, client, and claim
• Write runbooks and standard procedures for monitoring, triage, escalation, and hypercare
• Fix alert routing and ownership to ensure every alert reaches the right team with a clear procedure
• Track and enforce incident notification commitments from platform partners
• Establish release-readiness gates, performance/stress testing, and disaster recovery testing
• Own the performance and reliability backlog, prioritizing by impact, risk, and contractual obligations
• Act as the main performance lead with engineering and service delivery teams
• Explain technical issues in plain business terms for executives and clients

Primary Requirements:

• 8+ years in platform operations, site reliability engineering (SRE), observability, production support, or program management
• 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
• Ability to influence without authority, both internally and with an external vendor
• Excellent written and presentation skills for 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 skills across competing stakeholders
• Experience managing vendor performance and contracted service levels

Desired Skills:

• Experience in PBM, claims adjudication or healthcare
• 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

If you have the described qualifications and are interested in this exciting opportunity, please apply!

Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals.

For contract roles, Genesis10 offers the benefits listed below. If this is a perm-placement opportunity, our recruiter can talk you through the unique benefits offered for that particular client. Benefits of Working with Genesis10:

• Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years
• The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years
• Access to an experienced, caring recruiting team (more than 7 years of experience, on average)
• Behavioral Health Platform
• Medical, Dental, Vision
• Health Savings Account
• Voluntary Hospital Indemnity (Critical Illness & Accident)
• Voluntary Term Life Insurance
• 401K
• Sick Pay (for applicable states/municipalities)
• Commuter Benefits (Dallas, NYC, SF, and Illinois)

For multiple years running, Genesis10 has been recognized as a Top Staffing Firm in the U.S., as a Best Company for Work-Life Balance, as a Best Company for Career Growth, for Diversity, and for Leadership, amongst others. To learn more and to view all of our available career opportunities, please visit us at our website.

Genesis10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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