Humana Problem Management Leader in Louisville, Kentucky

Role:Problem Management Leader

Location:Office (Louisville, KY, Green Bay, WI) or Work from home

Role Description

Humana is seeking a Problem Management Leaderwho will be responsible for the planning and execution of resiliency initiatives necessary to deliver on service assurance objectives as well as its management, tracking, and communications.

  • 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

Title: Problem Management Leader

Location: KY-Louisville

Other Locations: US, US-WI-Green Bay

Requisition ID: 188784

Humana Inc., headquartered in Louisville, Ky., is a leading health care company that offers a wide range of insurance products and health and wellness services that incorporate an integrated approach to lifelong well-being. By leveraging the strengths of its core businesses, Humana believes it can better explore opportunities for existing and emerging adjacencies in health care that can further enhance wellness opportunities for the millions of people across the nation with whom the company has relationships.

Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, or sex. We also provide free language interpreter services. See our full accessibility rights information and language options.