Lead, Problem Incident & Event Management

Humana Inc. Lakebay, WA

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.


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.

* 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 a related field.

* 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 (i.e. mainframe, server, mobile, cloud, networking).

Role Desirables

* Master's Degree of Business Administration, Information Technology or a related field

* 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

Scheduled Weekly Hours