Incident Manager - Strategic Lead

Become a part of our caring community and help us put health first

We are seeking a highly skilled and experienced Incident Management Lead to join our organization. As the lead, you will be responsible for establishing and leading our Incident strategy and function across Humana. This role isn't about the tactical execution of Incidents. This is a strategic leadership position where you will work closely with cross-functional leaders to develop and optimize incident management processes, drive continuous improvement, and shepherd ITIL process ownership.

Responsibilities:

• Incident Management Strategy: Oversee the Incident Management process including development, implementation, procedures, and guidelines across the Incident lifecycle for Humana working closely with ITIL guidance and principles.
• Process Improvement: Continuously assess and refine incident management processes, frameworks, and best practices. Ensure alignment with ITIL and other relevant industry standards.
• Incident Trend Analysis: Partner closely with other owners such as problem management to identify trends, address underlying issues, and implement preventive measures to minimize future incidents.
• Collaboration and Coordination: Work closely with cross-functional teams, including IT, security, and business units along with incident management sub routine owners for major incident management and escalations/communications to ensure alignment, effective communication, and coordination in incident management activities.
• Performance Metrics and Reporting: Define and monitor key performance indicators (KPIs) and metrics to measure incident management performance and report on trends, achievements, and areas for improvement to stakeholders.
• Stakeholder Management: Build strong relationships with key stakeholders, including senior management, department heads, and external partners, to ensure their support and engagement in incident management initiatives.
• Continuous Improvement: Foster a culture of continuous improvement, staying abreast of industry trends, emerging technologies, and best practices to enhance incident management capabilities.

Use your skills to make an impact

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 8+ years of strategic experience, with a focus on Incident development, process improvement, and strategic roadmap planning.
• 5+ years of relevant technical experience, with a focus on leadership and strategy of IT Service Management.
• Incident Management Expertise: In-depth knowledge of incident management principles, methodologies, and industry best practices.
• Leadership Skills: Demonstrated ability to lead and manage via influence, driving performance, fostering collaboration, and providing guidance and mentorship.
• Analytical and Problem-Solving Skills: Superior analytical and problem-solving abilities, with the capability to analyze complex issues, identify root causes, and propose effective solutions.
• Communication Skills: Excellent written and verbal communication skills, with the ability to effectively convey technical concepts and ideas to both technical and non-technical stakeholders.
• Stakeholder Management: Proven ability to engage and influence stakeholders at various levels of the organization, fostering strong relationships and managing expectations.
• ITIL v3 certified

Preferred Qualifications

• Master's degree
• Project Management: Experience in managing incident management projects and initiatives, ensuring timely delivery and effective execution.
• Experience in implementing incident management processes
• Continuous Improvement Mindset: Passion for driving continuous improvement, embracing emerging technologies, and implementing industry best practices
• Experience managing multi-team projects and initiatives across the ITIL portfolio
• Relevant certifications (i.e., ITIL v4, PMP, etc.)

Why Humana

Humana offers a variety of benefits to promote the best health and well-being of our employees and their families. We design competitive and flexible packages to give our employees a sense of financial security-both today and in the future, including:

Health benefits effective day 1

Paid time off, holidays, volunteer time and jury duty pay

Recognition pay

401(k) retirement savings plan with employer match

Tuition assistance

Scholarships for eligible dependents

Parental and caregiver leave

Employee charity matching program

Network Resource Groups (NRGs)

Career development opportunities

Work-At-Home Requirements

To ensure Home or Hybrid Home/Office employees' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:

At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested

Satellite, cellular and microwave connection can be used only if approved by leadership.

Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.

Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.

Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Interview Format

As part of our hiring process for this opportunity, we will be using an interviewing technology called Modern Hire to enhance our hiring and decision-making ability. Modern Hire allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

Social Security Task

Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from [email protected] with instructions on how to add the information into your official application on Humana's secure website.

*This is a remote position.

**Must be able to work EST hours.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay decisions will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$115,300 - $158,600 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, "Humana") offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

About us

Humana Inc. (NYSE: HUM) is committed to putting health first - for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health - delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of Humanato take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.