Platform Reliability, Observability & Performance Manager

Prime Therapeutics•Eagan, MN

5d•Remote

About The Position

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. 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.

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

Nice To Haves

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

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

Benefits

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)