Lead Problem Incident amp 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

The Lead, Problem Incident & Event Management establishes policies, processes and systems for the implementation of a quality incident management process. Monitors trends in incidents and issues. Advises executives to develop functional strategies (often segment specific) on matters of significance. Exercises independent judgment and decision making on complex issues regarding job duties and related tasks, and works under minimal supervision, Uses independent judgment requiring analysis of variable factors and determining the best course of action.

We are looking for detail oriented candidates who have the ability to operate in a fast paced environment. Our team deliverables are driven by a combination of data analytics and driving solutions with key stakeholders across the entire IT Enterprise. This role is a great opportunity to gain high visibility into your talents as you will interact and work with executive leaders on a consistent basis. You will be on a team that is currently transitioning into a growth phase, so fresh ideas, high energy and engagement is encouraged.

Conducts trending/analysis on incidents to identify trends and potential problem sources and identify continuous improvement plans.

Recognize of patterns of events (service impacting or not) that suggest an underlying problem

Maintain and manage a continuous improvement plan for key IT areas identified through problem analysis.

Facilitate problem review conversations to determine remediation plans.

Communicate on problems under analysis, their current progress and status.

Review the efficiency and effectiveness of the problem control process and make recommendations for improvement.

Produce trends analysis of recurring Problems/Incidents - analyze extract trends on Incident types, Customer types, key problem areas, hardware types etc.

Review recurring problems, escalate recurring issues and identify problem themes with IT support groups.

Work with cross-functional IT teams to review problem themes, develop resiliency/improvement plans, and oversee implementation of the plan.

Provides management information and use sit proactively to prevent the occurrence of incidents and problems

Role Essentials

Bachelor's Degree in Computer Science, Information Technology, or related field or Equivalent Experience

Self-starter and problem solver with a keen analytic mind, who thrives in a fast-paced environment

A curious and creative mindset that enjoys developing simple and relatable frameworks to complex problems

Ability to toggle between a broad enterprise view and a detailed operational view; understanding implications across people, process and technology and impact to the value chain.

Ability to manage multiple priorities simultaneously; along with proven organizational skills, as well as flexibility, and adaptability to complete multi-tasks within designated time frames and adjust priorities in a fast-paced environment

Possess high attention to detail with excellent verbal, written and presentation skills.

Ability to perform qualitative and quantitative statistical analysis. Proficient in evaluating data using problem solving, research and analysis tools

Experience presenting data, concepts, processes, and insights and interacting with all levels of the organization including senior leadership

Ability to demonstrate advanced emotional, situational, and social intelligence

General understanding of diverse technologies with a strong understanding of cloud. (i.e. mainframe, server, mobile, networking).

Role Desirables

Six Sigma, ITIL and/or PMP certification

Demonstrated experience with managing major change initiatives or continuous improvement plans

Broad technical knowledge and experience in one or more technology areas like infrastructure, mainframe, network and open systems

Additional Information

Will report to the Associate Director, Problem, Incident and Event Management, IT Ops - IT Service Operations

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com