Lead, IT Service Assurance – Major Incident Manager

| Remote

Description

 

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

 

Responsibilities

 

The Lead Major Incident Manager is responsible for managing and driving the activities related to the Major Incident Management process for Humana’s critical applications and services to resolve unplanned interruptions and restore services as rapidly as possible.  To achieve results this will require the direct partnership with other functional teams and the ability to influence multiple levels and areas of the organization.  Responsibilities will include 24/7 rotating on-call support for IT Major Incidents. Candidate will also be assessing process gaps and developing plans for mitigation specific to stability within the IT Operations environment.  Candidate will establish or refine service delivery processes centered on stability to include areas such as but not limited to:   Incident, Change, Problem Management, Operational Readiness, developing metrics and tracking trends to understand key areas of needed focus.  Candidate may also assist on IT owned initiatives which may encompass multiple project team members, vendor evaluations and implementation of new technology. 

               

Responsibilities:

  • 24/7 availability, via an on-call rotation schedule and potential on-site presence required during an ongoing incident.
  • Facilitate/manage and drive activities related to major incidents (command and control).
  • Act as the central communication point for major incidents – all Priority 1 and Priority 2 issues as required.
  • Drives the efficiency and effectiveness of the incident management process.
  • Responsible for overseeing the successful delivery of service engagements to improve stability.
  • Provide and document input for Root Cause Analysis.
  • Perform escalation of representation whenever needed (Business, Technical, Sr. Management)
  • Identify key success factors and prioritize work to achieve corporate goals.
  • Liaise with various enterprise & operational teams, management and vendors as necessary.
  • Establish key business operations relationships, providing an avenue to assess and recommend operational changes and enhancements.
  • Recognize and support departmental objectives and drive process methodology that will achieve desired business outcomes.
  • Provide strategic direction and ability to influence team members both within and outside of ITSA to achieve desired results.
  • Champion corporate awareness of service targets and facilitate cooperation in order to meet those targets.
  • Develop trend analysis and response processes and reporting for IT Incident Management.

 

Role Essentials

  • Bachelor’s Degree in Computer Science, Information Technology or equivalent experience
  • 5+ years experience in IT
  • Ability to communicate at all levels with clarity and precision both written and verbal
  • Ability and confidence to act with decisiveness on critical decisions
  • Critical Thinking / Problem Solving
  • Ability to challenge information if the response does not fit the situation
  • Proven ability to quickly earn the trust of project sponsors and key stakeholders
  • Able to prioritize and execute tasks in a high-pressure environment
  • Sound business and technical acumen
  • Focused and versatile team player that is comfortable under pressure
  • Strong presentation skills

 

Role Desirables

  • Prior experience with Major Incident delivery – including managing, tracking and reporting remediation of incidents involving enterprise assets.
  • ITIL and Six Sigma training or certifications
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Location

Our bright, brand new, open-concept offices are located in the bustling Seaport district surrounded by like-minded high-tech and start-up companies.

An Insider's view of Humana Studio_h

What’s the vibe like in the office?

The Boston office is very open and built to make conversations & interactions easier. It’s easy to reach out to people (at any level) to ask for help, input, or just have a casual chat. There are 2 community managers who also help to plan events throughout the week for associates (e.g., yoga, happy hour, games). It’s a super lively environment!

Nanxi Ling

Experience and Transformation Lead

What projects are you most excited about?

The opportunity to be part of launching new products and care plans from greenfield by leveraging the latest technology stack and building best in class experience for both internal and external facing user applications, that will ultimately help us a company to focus on “Whole Person Health” rather than being than being a transaction system.

Kapil Sibal

AVP, Software Engineering

What are Humana Studio_h Perks + Benefits

Humana Studio_h Benefits Overview

• 401(k) with 125% match on first 6% contributed
• Associate Incentive Plan (AIP)
• Personal Time Off (PTO)
• Two Personal Holidays in addition to other major holidays
• Volunteer Time Off (VTO)
• Tuition Assistance
• Parental Leave / Caregiver Leave
• Comprehensive medical, dental, and vision insurance with subsidized premiums
• Life & Disability Benefits
• Adoption Assistance
• $2,500 Associate Referral Bonus for qualified positions
• Wage Works parking and commutation pre-tax benefit
• Charitable Matching Gift Program
• Network Resource Groups

Culture
Volunteer in local community
Volunteerism at Humana is part of our DNA - each employee is given 2 full days per year to designate to the cause of their choice. Volunteer on your own or with your team.
Partners with Nonprofits
Humana Foundation, Bold Goal Initiatives + MANY MORE!!!
Eat lunch together
Intracompany committees
Cross organization projects and initiatives, Network Resource Groups
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Humana is ranked #42 on DiversityInc's Top 50 Companies for Diversity and Inclusion. Our CEO Bruce Broussard Chairs the Executive Diversity Council and sets our agenda.
Unconscious bias training
Humana is partnering with Cook Ross, renowned consulting firm with deep expertise in Unconscious Bias to ensure that everyone can bring their whole self to work.
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Humana's retirement plan is administered by Charles Schwab and offers a broad selection of stocks, bonds and international index funds to choose from.
401(K) Matching
Humana provides employees with a 401(k) matching plan managed by Charles Schwab. We match 125% of contributions up to 6% of an employee's annual gross pay.
Performance Bonus
The Associate Incentive Plan, or AIP, enables us to recognize associates for their contributions to the company's performance and outstanding contributions to those we serve.
Match charitable contributions
The Humana Foundation will match your donation dollar for dollar up to $100 per calendar year; or $2 for every $1 if you donate to an active Humana Foundation grant recipient.
Child Care & Parental Leave Benefits
Generous Parental Leave
Parental Leave provides up to 6 weeks of paid time away from work to bond with your newly born, adopted, or fostered child. The Parental Leave benefits are available to both the primary and secondary
Flexible Work Schedule
Humana provides employees with a flexible work schedule that includes Core hours but is at the discretion of leadership.
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Adoption Assistance
We reimburse up to $5000 for eligible adoption expenses and 6 weeks of paid leave, 6 weeks unpaid.
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Our employees receive 16 hours per year of paid volunteer time.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Humana offers a pre-tax commutation benefit through Wage Works.
Game Room
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like Annual individual budget for training, Onsite training courses, The ability to attend job related conferences and seminars.
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 program, 1-to-many program, Cross-department program, Career mentoring, Leadership mentoring.
Online course subscriptions available
Paid industry certifications
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