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Job Details

Director of Incident Problem and Availability Management

Company name
Humana Inc.

Meridian, ID, United States

Employment Type

It, Executive, Manager

Posted on
Jun 05, 2023

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We are seeking a highly skilled and experienced Director of Incident, Problem, and Availability Management to join our organization. As the Director, you will be responsible for overseeing and managing the incident, problem, and availability management functions across Humana. You will lead a team of professionals and work closely with cross-functional teams to ensure effective incident management, problem resolution, and availability of critical systems and services. This is a strategic leadership role, where you will play a crucial part in establishing and maintaining robust incident and problem management processes to minimize the impact of incidents and optimize service availability.


Responsibilities Include :

Strategic Planning: Develop and implement a strategic vision for incident, problem, and availability management, aligned with business goals and objectives.

Incident Management: Oversee the incident management process definition, measurement and governance ensuring efficient and effective incident response, resolution, and communication by working closely with sub routine owner for major incident management and escalations/communications. Establish escalation procedures, manage critical incidents, and implement continuous improvement initiatives.

Problem Management: Oversee the problem management practice, driving the identification, analysis, and resolution of underlying problems to prevent recurrence of incidents. Implement proactive measures to detect and address potential problems before they impact service availability.

Availability Management: Oversee and maintain an availability management program, ensuring common definition, measurement and governance for critical systems and services to ensure they meet agreed-upon availability targets. Conduct availability assessments, monitor performance, and implement strategies to optimize service availability and reliability.

Process Development: Develop and refine incident, problem, and availability management processes, frameworks, and best practices. Ensure alignment with ITIL and other relevant industry standards.

Stakeholder Engagement: Collaborate with key stakeholders, including senior management, IT teams, and business units, to understand their requirements, address concerns, and foster strong relationships.

Team Leadership: Lead and mentor a team of incident, problem, and availability management professionals, providing guidance, support, and professional development opportunities.

Performance Monitoring and Reporting: Establish key performance indicators (KPIs) and metrics to monitor the performance and effectiveness of incident, problem, and availability management processes. Generate regular reports and dashboards to communicate performance to stakeholders.

Vendor and Supplier Management: Collaborate with vendors and suppliers to ensure their incident and problem management processes align with our requirements. Monitor their performance and drive improvements as needed.

Continuous Improvement: Drive a culture of continuous improvement by identifying opportunities to enhance incident, problem, and availability management practices. Stay abreast of industry trends and emerging technologies to propose innovative solutions.

Qualifications :

Proven Experience: Minimum of 10 years of relevant technical experience, with a focus on leadership and strategy in the IT Service Management space.

Incident and Problem Management Expertise: In-depth knowledge of incident and problem management processes, frameworks (e.g., ITIL), and best practices. Experience in implementing and improving these processes within complex organizational environments.

Availability Management: Strong understanding of availability management principles, including monitoring, reporting, and optimization of service availability. Experience in managing critical systems and services for high availability.

Leadership Skills: Proven experience in leading and managing a team, driving performance, fostering collaboration, and mentoring professionals.

Analytical and Problem-Solving Skills: Strong analytical and problem-solving abilities, with the ability to analyze complex issues, identify trends, and implement effective solutions.

Stakeholder Management: Excellent communication and stakeholder management skills, with the ability to engage and influence stakeholders at all levels of the organization.

Strategic Thinking: Demonstrated ability to think strategically, develop long-term plans, and align incident, problem, and availability management activities with business objectives.

Compliance and Governance Knowledge: Familiarity with industry regulations, standards, and frameworks related to incident, problem, and availability management (e.g., ISO 20000, ITIL, COBIT).

Continuous Improvement Mindset: Strong focus on driving continuous improvement, embracing emerging technologies, and implementing industry best practices.

Bachelor's degree in Computer Science, Information Technology, or a related field. Advanced degrees or relevant certifications (e.g., ITIL Expert, PMP) are a plus.

Join our team as the Director of Incident, Problem, and Availability Management and lead our efforts in effectively managing incidents, resolving problems, and ensuring the availability of critical systems and services. Apply today and contribute to our mission of delivering reliable and efficient IT services.

Work-At-Home Requirements

To ensure Home or Hybrid Home/Office associates' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office associates must meet the following criteria:

At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested

Satellite, cellular and microwave connection can be used only if approved by leadership

Associates who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.

Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the business requirements for their position/job.

Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

#LI-Remote #Li-TA4

This is a remote position

Scheduled Weekly Hours


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

Company info

Humana Inc.
Website :

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