Dace Lukasa-Tangri
Sr Information Technology Operations Manager @Blue Cross Blue Shield Association
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WORK HISTORY
Sr Information Technology Operations Manager @Blue Cross Blue Shield Association
Chicago, IL, US
As the IT Operations Manager at the largest healthcare insurance company in the U.S, I’ve led the transformation of IT Operations into a proactive, metrics-driven organization supporting high-visibility modernization programs.° Spearheaded the development of an enterprise-wide operations framework, establishing structured intake processes and work request channels for incidents and enhancements.° Defined and implemented KPIs to drive team performance, support audits, and fuel continuous improvement.° Re-engineered incident management protocols, improving cross-team coordination and reducing resolution time.° Authored Ops runbooks detailing team responsibilities and technical workflows to ensure consistent execution across environments.° Led our operational expansion into AWS automating cloud health checks, metrics gathering, and issue resolution while significantly improving service reliability.° Conducted internal pilots using AI and automation to optimize ticket triage and root cause analysis. ° Helped define the multi-year operational strategy for the Blue Card Modernization Program, focusing on AWS infrastructure, AI, large-scale software/data migration, and legacy data cleanup. Collaborated with architecture, security, and data governance teams to ensure compliant, scalable service delivery.° Co-managed a >$5M vendor portfolio for platform migration and observability tooling; drove partner alignment, contract negotiations, and spend tracking against key milestones.° Launched a service improvement initiative combining manual audits, ServiceNow analytics, and product enhancements. These efforts have already reduced ticket volume and are projected to lower manual tickets by 25% and improve MTTR by 40%.
EDUCATION
Latvijas Universitate
Bachelor's degree, Business Administration and Management, General
Ludwigshafen University of Business and Society
Certificate, International Business
University of Pittsburgh
Master's Degree, Information Science
SKILLS
ABOUT DACE LUKASA-TANGRI
Technology and product operations leader with 10+ years of experience scaling digital platforms and aligning technology execution with business outcomes.I specialize in building operational models, delivery frameworks, and cross-functional teams that support product growth, customer experience, and long-term platform stability.Known for translating complex technical realities into clear business decisions, I partner closely with product, engineering, and leadership to ensure technology investments drive measurable value.
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