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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Sr Infrastructure Service Delivery Analyst - WFH - **Company:** HCSC, L.P. - **Location:** Richardson, TX, United States (Remote available) - **Experience:** Expert - **Salary:** $84,400.0 - $152,300.0 - **Contract:** Permanent contract - **Skills:** Customer Information Control System (CICS), Databases, Middleware, Information Technology Operations, Mainframes, Virtual Storage Access Methods, Virtualization Technology, Z/OS, Tablet Computers, Containerization, Information Technology, Laptops, Servicenow - **Published:** August 8, 2026 - **Apply:** https://www.juju.com/job/00000000gm4xok ## About the Role The Senior Problem Management Analyst facilitates complex investigations, leads post-incident reviews, drives corrective action plans, and provides strategic insight into technology risks and service performance trends. The role requires strong analytical, technical, and stakeholder management skills, along with expertise in ITIL-based service management practices., * Bachelor degree and 4 years in Information Technology OR Technical Certification and/or College Courses and 6 year Information Technology experience OR 8 years Information Technology experience. * Knowledge of ITIL v3 framework * Knowledge of ITSM systems * Knowledge of all Infrastructure technologies, including monitoring and event management technologies * Experience with UC/Collaboration and Executive Support, including mobile devices (laptops, tablets, handheld) * Experience with Mainframe and Mainframe Storage, including z/OS, CICS, VSAM, - all other Mainframe technologies * Experience with Compute, DBMS, Storage, Middleware, including Server, OS, Virtualization, and Container technologies * Experience with Network, Voice, Call Center and Network (data and voice) technologies * Supplier management * Infrastructure domain knowledge * Continuous improvement * Incident management * Knowledge of required technologies (incl 3rd party solutions) * Problem Management / RCA * Customer service oriented * Adaptability and ability to introduce / manage change * Drive conflict management in high pressure situations * Performance / metrics-driven decision making Preferred Job Qualifications: * Bachelor degree in relevant field (IT, Engineering) or equivalent career experience * 7+ years of experience in IT Operations, Service Management, Infrastructure Support, or related disciplines. * 3+ years of direct experience in Problem Management, Major Incident Management, or Service Reliability functions. * Strong knowledge of ITIL principles and IT Service Management frameworks. * Experience leading complex Root Cause Analysis investigations. * Exceptional analytical and troubleshooting skills. * Strong communication, facilitation, and stakeholder management abilities. * Experience with ServiceNow or similar ITSM platforms. * Oral/written communication skills ## Description This position is responsible for executing the organization's Problem Management practice, reducing recurring incidents, improving service stability, and driving continuous service improvement across the IT environment. This role serves as a key liaison between infrastructure, application, operations, security, and business teams to identify root causes of service disruptions, implement preventative measures, and enhance operational resilience., Join our talent community and receive the latest HCSC news, content, and be first in line for new job opportunities. Join our Talent Community. (https://hcsc.recsolu.com/app/collect/form/pmPA8v\_eHgqFiDb2AuRTqQ) For more than 80 years, HCSC has been dedicated to expanding access to high-quality, cost-effective health care and equipping our members with information and tools to make the best health care decisions for themselves and their families. As an industry leader, HCSC also has been helping to make the health care system work better for all Americans. To remain a leader, we offer compelling careers that encourage resourcefulness, strategic thought and empower you to make a difference in the lives of our members and their communities. Today, with the industry at an important crossroad, HCSC is reimagining health care and looking for original thinkers who aren't afraid to make innovative contributions. We are an Equal Opportunity Employment employer dedicated to workforce diversity and a drug-free and smoke-free workplace. Learn more about HCSC, our commitment to our members and the opportunity you'll have to improve health care delivery in an open, collaborative environment. HCSC is committed to diversity in the workplace and to providing equal opportunity to employees and applicants. If you are an individual with a disability or a disabled veteran and need an accommodation or assistance in either using the Careers website or completing the application process, you can call us at 1-866-977-7378 to request reasonable accommodations. Please note that only **requests for accommodations in the application process** will be returned. All applications, including resumes, must be submitted through HCSC's Career website on-line application process. If you have general questions regarding the status of an existing application, navigate to "candidate home" to view your job submissions. Blue Cross and Blue Shield of Illinois, Blue Cross and Blue Shield of Montana, Blue Cross and Blue Shield of New Mexico, Blue Cross and Blue Shield of Oklahoma, and Blue Cross and Blue Shield of Texas, Divisions of Health Care Service Corporation, a Mutual Legal Reserve Company, and Independent Licensee of the Blue Cross and Blue Shield Association ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Kubernetes and Microservices with Multi-Model Databases](https://www.wearedevelopers.com/videos/382-kubernetes-and-microservices-with-multi-model-databases) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [Synthetic Insiders: The New AI Risk to Your Org](https://www.wearedevelopers.com/videos/100057-synthetic-insiders-the-new-ai-risk-to-your-org) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers)