Senior Incident Management Practice Engineer

🔥 10 minutes ago

🐊 Florida, Kentucky, +2 more states – Remote

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

💵 $89k - $121.4k / year

⏰ Full Time

🟠 Senior

🧑‍💻 Full-stack Engineer

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Humana

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1961

🏥 Healthcare

🛡️ Insurance

⚕️ Healthcare Insurance

Healthcare • Insurance • Healthcare Insurance

Humana is a healthcare company dedicated to making a positive impact on the health of individuals, communities, and the healthcare system as a whole. With a focus on putting health first, Humana serves a diverse range of populations, including seniors and the military, providing Medicare Advantage HMO, PPO, and PFFS plans. Humana is committed to fostering a culture of belonging and mutual respect, offering competitive and flexible benefits to ensure the financial security of its employees and their families. The company prides itself on creating an inclusive workplace where everyone has the opportunity to succeed.

📋 Description

• 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

🎯 Requirements

• 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)

🏖️ Benefits

• 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