Senior Incident Management Practice Engineer

🔥 11 horas atrás

🐊 Florida, Kentucky, +2 estados a mais – Remoto

🐊 Florida – Remote 🐎 Kentucky – Remote 🌲 North Carolina – Remote 🤠 Texas – Remote

💵 $89.000 - $121.400 / ano

⏰ Tempo Integral

🟠 Sênior

🧑‍💻 Engenheiro Full-stack

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Humana

SiteLinkedInTodas as Vagas

10.000+ funcionários

Fundada em 1961

🏥 Saúde

🛡️ Seguros

⚕️ Seguro de Saúde

Healthcare • Insurance • Healthcare Insurance

A Humana é uma empresa de saúde dedicada a gerar um impacto positivo na saúde de indivíduos, comunidades e do sistema de saúde como um todo. Com foco em colocar a saúde em primeiro lugar, a Humana atende a uma ampla e diversa gama de populações, incluindo idosos e militares, oferecendo planos Medicare Advantage (HMO, PPO e PFFS). A Humana está comprometida em promover uma cultura de pertencimento e respeito mútuo, oferecendo benefícios competitivos e flexíveis para garantir a segurança financeira de seus funcionários e de suas famílias. A empresa se orgulha de criar um ambiente de trabalho inclusivo, no qual todos têm a oportunidade de ter sucesso.

Descrição

• Responsible for designing, building, and continuously evolving the enterprise Incident management practice • Drives operational resilience by leveraging AIOps, advanced analytics, and standardized processes across ITSM functions to proactively detect, respond to, and prevent service disruptions • Leads the transformation and maturity of incident management capabilities across the enterprise • Accountable for defining governance models and operational frameworks aligned to ITIL 4 and enterprise objectives • Works across technology, SRE, and ITSM teams to drive consistency, eliminate silos, and ensure incident management is tightly integrated with upstream and downstream processes • Embeds AIOps, machine learning, and predictive analytics into the incident lifecycle • Implements intelligent alert correlation, predictive incident detection, automated triage, and self-healing capabilities • Designs and optimizes end-to-end workflows within ServiceNow, leveraging automation and AI to improve efficiency and scale • Partners closely with observability and engineering teams to enhance monitoring strategies, event management, and root cause insights • Establishes and governs continuous improvement cycles using centralized dashboards, KPIs, and AI performance metrics

🎯 Requisitos

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience) • 5+ years of experience in IT operations, DevOps, software engineering, or incident management • Hands-on expertise configuring and optimizing enterprise ITSM platforms, particularly ServiceNow • Strong understanding of ITIL 4 practices, with experience integrating Incident Management with Problem, Change, and Knowledge Management • Experience designing and implementing automation and AI-enabled workflows within ITSM environments • Experience with observability, monitoring, and event management practices in complex distributed environments • Proven ability to work across teams to align processes, tools, and data for end-to-end service management • Strong analytical skills with the ability to leverage operational and AI-driven insights to drive decisions and improvements • ITIL 4 certification (Foundation or higher) (preferred) • Hands-on experience with AIOps platforms and implementing AI use cases such as predictive incident detection, alert correlation, and automated remediation (preferred) • Strong background in SLA/SLO design, operational resilience, and reliability engineering practices (preferred)

🏖️ Benefícios

• medical, dental and vision benefits • 401(k) retirement savings plan • time off (including paid time off, company and personal holidays, paid parental and caregiver leave) • short-term and long-term disability • life insurance