Lead Incident Management Practice Owner

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We are seeking a highly skilled and experienced Lead Incident Management Practice Owner to join our organization. As the Lead Incident Management Practice Owner, you will be responsible for establishing and leading our incident management strategy within our company. You will play a critical role in defining and optimizing best practices for incident management, ensuring the effective handling and resolution of incidents across the organization. This is a strategic and hands-on position where you will work closely with cross-functional teams to develop and optimize incident management processes, drive continuous improvement, and enhance our incident response capabilities.

• Practice Development: Establish and develop the incident management practice, including defining processes, methodologies, and frameworks for incident detection, response, and resolution.
• Incident Management Strategy: Provide leadership and direction to Incident Management teams, ensuring a proactive approach to Incident resolution.
• Process Improvement: Continuously assess and refine incident management processes, incorporating feedback and lessons learned to enhance efficiency, effectiveness, and stakeholder satisfaction.
• Incident Response Planning: Develop and maintain incident response plans, playbooks, and escalation procedures to ensure consistent and effective response to incidents.
• Incident Trend Analysis: Partner closely with other practice owners such as problem management to identify trends, address underlying issues, and implement preventive measures to minimize future incidents.
• Collaboration and Coordination: Work closely with cross-functional teams, including IT, security, and business units along with incident management sub routine owners for major incident management and escalations/communications to ensure alignment, effective communication, and coordination in incident management activities.
• Training and Awareness: Develop and deliver training programs and awareness campaigns to educate employees on incident management processes, tools, and responsibilities.
• Performance Metrics and Reporting: Define and monitor key performance indicators (KPIs) and metrics to measure incident management performance and report on trends, achievements, and areas for improvement to stakeholders.
• Stakeholder Management: Build strong relationships with key stakeholders, including senior management, department heads, and external partners, to ensure their support and engagement in incident management initiatives.
• Continuous Improvement: Foster a culture of continuous improvement, staying abreast of industry trends, emerging technologies, and best practices to enhance incident management capabilities.

• 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.
• Proven Experience: Minimum of 8 years of experience technical experience, with a focus on practice development, process improvement, and strategic planning. Minimum of 5 years experience within Engineering organizations exhibiting thought leadership in improvement.
• Incident Management Expertise: In-depth knowledge of incident management principles, methodologies, and industry best practices. Experience in implementing incident management processes is highly desirable.
• Leadership Skills: Demonstrated ability to lead and manage via influence, driving performance, fostering collaboration, and providing guidance and mentorship.
• Analytical and Problem-Solving Skills: Strong analytical and problem-solving abilities, with the capability to analyze complex issues, identify root causes, and propose effective solutions.
• Communication Skills: Excellent written and verbal communication skills, with the ability to effectively convey technical concepts and ideas to both technical and non-technical stakeholders.
• Stakeholder Management: Proven ability to engage and influence stakeholders at various levels of the organization, fostering strong relationships and managing expectations.
• ITIL v3 certified

• Project Management: Experience in managing incident management projects and initiatives, ensuring timely delivery and effective execution.
• Continuous Improvement Mindset: Passion for driving continuous improvement, embracing emerging technologies, and implementing industry best practices.
• ITIL 4 certified

• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended to support Humana applications, per associate.
• Wireless, Wired Cable or DSL connection is suggested.
• Satellite, cellular and microwave connection can be used only if they provide an optimal connection for associates. The use of these methods must be approved by leadership.
• Humana will not pay for or reimburse Home or Hybrid Home/Office associates for any portion of the cost of their self-provided internet service, with the exception of associates who live or work from Home in the state of California, Illinois, Montana, or South Dakota. 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.