Executive Director, Application Support, DevOps, Middleware and API Services
Recognized by FORTUNE magazine as one of the “World’s Most Admired Companies,” Quest Diagnostics is the world's leading provider of diagnostic testing, information and services that doctors and patients need to make better healthcare decisions. They are pioneers in developing innovative diagnostic tests and advanced healthcare information technology solutions that help improve patient care.
With corporate headquarters in Secaucus, NJ, Quest Diagnostics is a Fortune 500 company traded on the New York Stock Exchange (NYSE: DGX) and included in the Dow Jones Sustainability World Index. With 2019 revenues of around $7.7 Billion and approximately 46,000 employees and 6,600 patient locations across the US, Quest Diagnostics serves half of the physicians and hospitals in the US with their large variety of products and services.
The company offers the broadest access to diagnostic testing services through its network of laboratories and patient service centers and provides interpretive consultation through its extensive medical and scientific staff. Quest Diagnostics also provides services to employers, life insurance companies, other commercial labs, clinics, health plans, government agencies, and organizations involved in clinical trials research.
Approximately 150 million times each year, patients and their physicians rely upon Quest Diagnostics results to make important healthcare decisions and approximately one third of U.S. physicians – and many of the country’s leading hospitals and health systems – relies on Quest Diagnostics healthcare information solutions to foster better patient care and outcomes.
FORTUNE magazine's "World's Most Admired Companies" list for 6 consecutive years; one of only five companies to attain Most Admired status in the "Health Care, Pharmacy and Other Services" industry category.
Fortune magazine’s Fortune 500 list
Forbes® Global 2000
Forbes®' America's Best Employers List for third consecutive year
Forbes® 2019 America’s Best Employers for Women
Member of the Dow Jones® Sustainability World Index
Listed in the most recent Newsweek Green Rankings
Consistently named one of the best places to work in U.S. business journal rankings
Named a Diversity, Inc. Noteworthy Company for third consecutive year
Listed on the Disability Equality Index® (DEI), a joint initiative of the American Association of People with Disabilities (AAPD) and the US Business Leadership Network (USBLN), recognizing companies for prioritizing the inclusion of people with disabilities
Named Top 23 ‘Best Places to Work for LGBTQ Equality’ in New Jersey
Diagnostic Testing Services
Quest Diagnostics is the world’s leading provider of diagnostic testing, information and services that patients and doctors need to make better healthcare decisions. Their services range from routine blood tests — such as total cholesterol, Pap testing and white blood cell count — to complex, gene-based and molecular testing. They perform medical tests that aid in the diagnosis or detection of diseases, measure the progress or recovery from a disease or confirm that an individual is free from disease. In addition, they have specialized expertise in cancer, cardiovascular diseases, infectious diseases, and neurology.
In the $60 Billion and growing US Diagnostic Testing Market, Quest Diagnostics is the leader. Quest Diagnostics’ reputation as a leading innovator, provider of high value, low cost solutions and its financial strength and flexibility make it well positioned to capitalize on the evolving healthcare landscape.
Quest Diagnostics’ long-term strategy is to become the undisputed world leader in diagnostic testing, information and services. To drive this profitable growth, Quest Diagnostics plans to leverage capabilities to create differentiation:
Deliver Innovative Solutions
Leverage their Unparalleled Access and Distribution Network
Expand their relationships with large payors and health systems
Deliver Superior Patient Experiences
As a member of the HTAS senior leadership team, the Executive Director Application Support, DevOps, Middleware and API Services will have a number of responsibilities including application maintenance and production support; leading the enterprise DevOps practice; establishing and leading API platform strategic enablement; leading enterprise Network Operations Center (NOC) and Cloud Services; strategic enterprise Middleware support services; and establishing Environment Management policies, practices and frameworks. This role will be responsible for working effectively across the HTAS Product & Service Delivery organizations including Commercial, Consumer and Operations as well as Development, Infrastructure, Release & Change Management, QA, and the PMO. The Executive Director Application Support, DevOps, Middleware and API Services will lead his/her organization to deliver consistent support within agreed to service levels, staffing levels and budget and provide regular status reports to management on application status and related performance metrics. He/She will deal with complex and variable issues, which have significant operational impact and where multiple solution options must be considered, analyzed and validated. He/She will manage a large team of Directors, Managers and Software Engineering professionals responsible for the successful implementation and support of solutions that drive business growth and improve operational efficiencies. Role deliverables include:
Leads DevOps Practice driving adoption of engineering best-practices including CI/CD, cloud-native development, configuration management, source control systems, security, monitoring & logging, automated pipelines and lean software development
Designs & implements standardized processes to improve efficiency, effectiveness and quality of application maintenance & support activities driving a culture of 24X7 proactive system monitoring operations
Establishes an API platform business model focused on the facilitation of interactions across internal & external partners and participants by providing governance, standards and protocols to support connectivity at scale
Leads Enterprise Network Operations Center in the establishment of processes and procedures that ensure system availability and uptime consistent with published SLA’s and is responsive to customer support requests and alerts
Leads & supports cloud-based initiatives and strategies including public/private/hybrid cloud adoption, cloud-first deployments, cloud-native development, containerization, success criteria measurements and metrics
Leads enterprise Middleware client interface strategies and solutions for ~500K external hospitals, health care systems, physicians and strategic EMR/EHR partners
Establishes and leads environment management policies, practices and strategies to ensure consistency, reliability and operational efficiency across the technology landscape
Duties and Responsibilities
Formulates a strategic vision for the team and defines action plans to achieve organizational goals
Leads Second/Third Level IT Application Production Support Operations for all key Business areas within Quest Diagnostics including Quanum, Q-Suite, MyQuest, Quest Direct, Esoterics, and Billing Systems
Sets direction for successful support operations relative to SLAs, SLO’s and root cause analysis
Collaborates with Level I Support and Product Development organizations to ensure delivery of a high-quality client experience in all IT support matters
Addresses escalations within IT and business and reports promptly to management and business partners regarding critical outages and disruptions until resolution
Collaborates with relevant stakeholders in Infrastructure, Information Security, Incident Management and IT Business Partners in resolution of complex support concerns
Collaborates with key vendors and partners relative to support & performance issues impacting the organizations attainment of strategic goals and objectives
Manages weekly Change Advisory Board meeting to ensure proper change control and code implementations for the HTAS organization
Collaborates with the Application Development Organization to continually improve software development and operations from an internal IT process perspective as well as from a Business Operations perspective by providing frequent feedback on system performance & reliability
Drives continuous improvement within the organization moving from reactive detection to proactive prevention of outages and disruptions impacting business operations
Work with innovative tools and technologies to optimize client support experiences
Instills Growth Mindset across Organization to create a culture of continuous learning and development
Bachelor’s degree in Computer Science, Information Systems or related field
Graduate degree required
10 to 15 years of software development, maintenance, and support experience.
Deep knowledge of programming technologies/techniques and DevOps practices,
Proven understanding of Software Development Lifecycle, Agile and SDLC methodologies,
Experience working across IT functional boundaries,
Experience working with and establishing enduring relationships with senior business leadership teams,
Experience with continuous process improvement,
IT budgeting and cost management experience,
Demonstrated ability to gain consensus, influence, and ensure cross-functional participation.
Ability to communicate technical issues in a non-technical manner to a diverse audience
Ability to multi-task, Analytical skills, Ability to follow verbal or written instructions, Thinking analytically, Communication, Using effective verbal communication, Using effective written communication, Handling stress & emotions, Concentrating on tasks, Making decisions, Adjusting to change, Examining/observing details, Sitting for long periods at a time
Learning on the Fly
Dealing with Ambiguity
Developing Direct Reports & Others
Drive for Results
Comfort around Higher Management
Managing Vision and Purpose
All requirements are subject to possible modifications to reasonably accommodate individuals with disabilities. Quest Diagnostics is an Equal Opportunity Employer: Women / Minorities / Veterans / Disabled / Sexual Orientation / Gender Identity.