McKesson
Healthcare
Director,SoftwareReliabilityandSupportEngineering
Neural analysis suggests this role is
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“Director, Software Reliability and Support Engineering at McKesson. Skills: Software Reliability, Support Engineering, Technical Operations, AI enhancement. Own support strategy. Align support operations”
What You'll Achieve.
Improve software quality; Improve software stability; Improve efficiency; Support growth; Improve first-time resolution; Reduce unnecessary escalations
Industry & Context.
Root cause analysis; Troubleshooting; Data-driven decision making
On-call rotations
What They're Looking For.
Must Have
Bachelor's degree in Computer Science or related field, 10+ years of experience in software support, engineering, or technical operations, 5+ years in a leadership role, Proven experience leading Level 2 and Level 3 support teams, Understanding of modern software systems, Experience supporting software in regulated environments
Nice to Have
Experience supporting healthcare software products, Background in software engineering or SRE or DevOps, Familiarity with ITIL concepts, Experience scaling support organizations
What You'll Do.
Align support operations
Build technical teams
Mentor technical teams
Retain technical teams
Establish career paths
Establish skill progression
Foster accountability culture
Foster continuous improvement culture
Foster collaboration culture
Lead Level 3 support team
Analyze complex defects
Troubleshoot complex issues
Perform root cause analysis
Perform advanced remediation
Serve as escalation point
Partner with Engineering
Drive defect resolution
Improve software quality
Improve software stability
Influence architecture
Influence observability
Influence supportability
Ensure post-incident reviews
Track corrective action plans
Oversee Level 2 support
Define escalation criteria
Define handoff processes
Define documentation standards
Improve first-time resolution
Reduce unnecessary escalations
Manage backlog health
Reduce incident recurrence
Implement scalable processes
Meet compliance requirements
Own incident management
Manage on-call rotations
Define severity definitions
Manage communications
Ensure feedback loops
Partner with Product Management
Provide customer insights
Provide customer trends
Provide improvement opportunities
Collaborate with Customer Success
Collaborate with Account teams
How You'll Work.
Team & Collaboration
Support and Engineering; Product Management; Customer Success; Account teams
Communication Scope
Executive communication; Stakeholder management
Process & Methodology
Incident management, Problem management
Full Job Description
McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care. What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you. **Position Summary** The Director of Software Support & Technical Operations is responsible for the strategy, execution, and continuous improvement of Level 2 and Level 3 support for the company’s healthcare software products. This role ensures reliable, compliant, and high‑quality support for mission‑critical systems used in healthcare environments. The Director leads highly skilled technical teams, bridges product engineering and customer‑facing support, and drives operational excellence, scalability, and customer satisfaction. Embraces technology particularly the use of AI to enhance the customer experience. This position requires a balance of people leadership, deep software understanding, and strong operational discipline, with particular emphasis on managing a highly technical Level 3 team and an experienced Level 2 team with deep product expertise. **Key Responsibilities** **Leadership & Strategy** * Own the overall Level 2 and Level 3 support strategy, aligning support operations with business objectives, customer expectations, and regulatory requirements in healthcare. * Build, lead, mentor, and retain high‑performing technical teams, including managers and senior individual contributors. * Establish clear roles, responsibilities, career paths, and skill progression for Level 2 and Level 3 support staff. * Foster a culture of accountability, continuous imp
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