[Hiring] Director of Technical Operations @Cencora

Role Description

The Director of Technical Operations leads the end-to-end operational health, stability, and continuous improvement of Cencora’s Human Health eCommerce and Portal application ecosystem. This leader partners closely with Software Engineering, Infrastructure/Cloud, Security, and Program/Project leadership to ensure reliable production operations, strong incident management practices, post-launch stabilization, and measurable operational KPIs. The role drives technical enablement across observability, resilience, connectivity, and availability while proactively identifying technical risks and modernization opportunities.

Key Responsibilities

• Technical Support, Troubleshooting, and Operational Excellence
  • Provide senior-level technical leadership for application support and complex troubleshooting, partnering with software engineers, program managers, and infrastructure teams.
  • Investigate and resolve incidents related to application performance, system integrations, and data discrepancies using logs, traces, metrics, and system health indicators.
  • Ensure Day 1 readiness for launches and lead post-launch stabilization to achieve smooth transitions into steady-state operations.
• Incident Management, RCA, and Continuous Improvement
  • Lead/support incident management for critical issues, including root cause analysis (RCA) and post-mortem reviews.
  • Drive corrective and preventive actions (CAPA) to prevent recurrence and reduce incident volume and time-to-recovery.
  • Establish repeatable processes to track operational KPIs, technical debt, and modernization opportunities.
• Collaboration and Stakeholder Alignment
  • Collaborate with developers to understand application usage patterns, review technical designs, and recommend operational and reliability improvements.
  • Partner with TPMs and PMOs to align operational activities with project timelines, release schedules, and business priorities.
  • Work across functions and organizational boundaries to drive execution, accountability, and outcomes.
• System Optimization, Resilience, and Compliance
  • Partner with infrastructure and cloud teams to optimize deployments, configurations, and performance tuning across on-prem and Azure environments.
  • Ensure adherence to security policies, compliance requirements, and operational best practices.
  • Own and maintain operational stability, ensuring Disaster Recovery (DR), High Availability (HA), and Business Continuity plans are in place, tested, and actionable.
• Documentation, Process Definition, and Enablement
  • Own the structure, quality, and ongoing maintenance of operational documentation to keep it accessible and relevant for stakeholders.
  • Evolve infrastructure and operational layers supporting applications, including observability, connectivity, resilience, and availability.
  • Proactively identify and mitigate technical risks throughout the delivery lifecycle.
• Execution and Results Focus
  • Demonstrate accountability, follow-through, and a results-oriented approach to meeting business and operational goals.
  • Influence and drive educated decisions across product, engineering, design, and business stakeholders by simplifying complex technical challenges.

Qualifications

• Bachelor's degree in computer science, software engineering, information systems, engineering, or a related field, or equivalent experience required.
• Master's degree in computer science, software engineering, information systems, engineering, or a related field, or equivalent experience preferred.
• 10+ years of experience in platform engineering, software engineering, infrastructure engineering, or a related field required.
• 5+ years of experience in a management capacity required.
• Significant experience leading technical operations and production support for customer-facing digital applications (eCommerce/portals preferred).
• Strong troubleshooting and incident response background across distributed systems, integrations, and data flows.
• Experience operating in hybrid environments (on-prem and Microsoft Azure), including application hosting and operational issue resolution.
• Working knowledge of:
  • Java frameworks (e.g., Spring, Quarkus)
  • JavaScript frameworks (e.g., React.js)
  • Databases: Oracle, SQL Server, and NoSQL technologies
  • Monitoring/observability tools (e.g., Dynatrace, Azure Application Insights, Kibana)
  • Performance and diagnostic tools (e.g., Selenium, LoadRunner, or similar)
  • CI/CD practices and tools (e.g., Jenkins, Azure DevOps)
  • Networking concepts, authentication mechanisms (OAuth, SAML), and API integrations
• Strong stakeholder management skills with the ability to influence across multiple teams and priorities.
• Excellent analytical, quantitative, and systems-thinking approach to problem solving.

Preferred Qualifications

• Experience building and operating scalable, highly available platforms/services using distributed computing patterns.
• Experience with tooling and documentation platforms such as Confluence and Jira, and operational reporting via Power BI dashboards.
• Demonstrated success establishing operational governance (KPIs, action tracking, post-mortems, technical debt management) in a product delivery organization.

Benefits

• Compensation, benefits, and resources that enable a highly inclusive culture.
• Traditional offerings like medical, dental, and vision care.
• Comprehensive suite of benefits focusing on physical, emotional, financial, and social aspects of wellness.
• Support for working families, including:
  • Backup dependent care
  • Adoption assistance
  • Infertility coverage
  • Family building support
  • Behavioral health solutions
  • Paid parental leave
  • Paid caregiver leave
• Variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, and volunteer activities.