Lead Problem Incident and Event Management

Profile

Description

The Lead, Problem Incident & Event Management drives technical support teams to recover services during periods of service disruption or outages to key technology platforms/applications. The Lead, Problem Incident & Event Management works on problems of diverse scope and complexity ranging from moderate to substantial.

Responsibilities

Location: work at home anywhere

Humana is seeking an experienced professional to be part of the first line of defense production support team supporting our ECOM and Carehub applications. This position will collaborate with leaders across the Humana enterprise, IT and also with vendor partners on status, outcomes and needs of production incidents.

This position aides in development and execution of the technical strategy of the production support function for Clinical applications and all integration points. This role will aide in identification, prioritization and root cause analysis of production support incidents impacting supported lines of business. This position requires an in-depth understanding of the SDLC, incident resolution, using data and analytics to drive down ticket volumes and improve resolution times.

Responsibilities


Aide in development of best in class strategy and execution of the production support functions Clinical Applications and workflows
Assist leadership in development of multi-year strategy to increase effectiveness of support organization reducing overall impact of incidents after monthly and quarterly application releases
Work with senior level leaders across the CPS organization, Retail Markets and IT organization to develop and execute on multi-year strategy for a modernized production support organization
Partner with IT teams on handoff strategies between business and IT teams.
Analyzes and communicates incident status and risks to senior level leaders in direct and partnering organizations and recommends/influences necessary course of action
Resolves a variety of complex issues through evaluative judgement and analytical thought and experiences
Exhibits advanced and comprehensive knowledge of several areas across the organization, IT testing, and has advanced understanding of the industry
This role may require production support during release weekends


Required Qualifications


8 or more years of experience working in technology, operations and/or production support
Experience in problem analysis and process documentation
Experience working in cross-functional, collaborative teams
Experience with Software Development Lifecycle and SAFE Agile Development Methodologies
Must be able to effectively use complex analytical, interpretive and problem solving techniques
Must be able to communicate with senior level leaders on complex, technical problems with the ability to guide and influence decisions with diplomacy
Must be able to organize and manage multiple priorities and projects
Must be able to quickly adapt to changes in a fast-paced environment
Comprehensive knowledge of Microsoft Office applications


Preferred Qualifications


Previous experience leading or having direct influence over production support functions


Scheduled Weekly Hours

40

Company info

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