Humana Lead, Problem Incident & Event Management in Phoenix, Arizona
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. The Lead will manage a team of consultants performing similar functions. They will be responsible for associate development, engagement and performance management.
Bachelor's Degree in Computer Science, Information Technology or a related field; or equivalent work experience
Proven professional experience in a role with strategic planning, resource planning, business process engineering, and budgeting
Demonstrated success leading large scale projects/programs, including technology solutions
Strong analytic, organization and problem solving skills enabling sound decision making
Excellent communication and relationship building skills with an ability to prioritize, negotiate, and work with a variety of internal and external stakeholders
Experience leading a highly engaged and well performing team
Commitment to developing team members for professional growth
Ability to navigate a highly matrixed organization
Sound business and technical acumen
Strong understanding of business strategy and demonstrating delivery of strategy
Strategic thinking and planning capabilities balanced with organized and detail-oriented skills
Business Process Management leadership e.g. Six Sigma, Lean, etc.
Strategic Project Portfolio Management
Enthusiasm and self-motivation essential; a confident change-agent; strong presentation skills (oral and written)
Strong presentation skills
Ability to remove barriers for staff to be setup for success
Must be passionate about contributing to an organization focused on continuously improving consumer experiences
Prior experience in team leadership role (i.e. team leader, scrum master, technical leader)
Technology savvy with experience leading technology teams and managing vendor relationships
MBA or Master's degree in Information Systems or Computer Science
Scheduled Weekly Hours
Mission: At Humana, our cultural foundation is aligned to helping members achieve their best health by delivering personalized, simplified, whole-person healthcare experiences. Recognizing healthcare needs continue to evolve for each person, for each family and for each community, Humana continuously creates innovative solutions and resources that help people live their healthiest lives on their terms –when and where they need it. Our employees are at the heart of making this happen and that’s why we are dedicated to building an organization of dynamic talent whose experience and passion center on putting the customer first.
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