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Humana Senior Major Incident Manager (remote virtual home office) in Boston, Massachusetts


The Senior Major Incident Manager drives technical support teams to recover services during periods of service disruption or outages to key technology platforms/applications. Senior Major Incident Manager works assignments involve moderately complex to complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors.


The Senior Major Incident Manager is responsible for managing and driving the activities related to the Major Incident Management process for Humana's critical applications and services to resolve unplanned interruptions and restore services as rapidly as possible. To achieve results this will require the direct partnership with other functional teams and the ability to influence multiple levels and areas of the organization. Responsibilities will include 24/7 rotating on-call support for IT Major Incidents. Candidate will also be assessing process gaps and developing plans for mitigation specific to stability within the IT Operations environment. Candidate will establish or refine service delivery processes centered on stability to include areas such as but not limited to: Incident, Change, Problem Management, Operational Readiness, developing metrics and tracking trends to understand key areas of needed focus. Candidate may also assist on IT owned initiatives which may encompass multiple project team members, vendor evaluations and implementation of new technology.

  • 24/7 availability, via an on-call rotation schedule and potential on-site presence required during an ongoing incident.

  • Facilitate/manage and drive activities related to major incidents (command and control).

  • Act as the central communication point for major incidents - all Priority 1 and Priority 2 issues as required.

  • Drives the efficiency and effectiveness of the incident management process.

  • Responsible for overseeing the successful delivery of service engagements to improve stability.

  • Provide and document input for Root Cause Analysis.

  • Perform escalation of representation whenever needed (Business, Technical, Sr. Management)

  • Identify key success factors and prioritize work to achieve corporate goals.

  • Liaise with various enterprise & operational teams, management and vendors as necessary.

  • Establish key business operations relationships, providing an avenue to assess and recommend operational changes and enhancements.

  • Recognize and support departmental objectives and drive process methodology that will achieve desired business outcomes.

  • Provide strategic direction and ability to influence team members both within and outside of ITSA to achieve desired results.

  • Champion corporate awareness of service targets and facilitate cooperation in order to meet those targets.

  • Develop trend analysis and response processes and reporting for IT Incident Management.

Key Competencies

  • Accountability : Meets established expectations and takes responsibility for achieving results; encourages others to do the same. Employs focus, attention to detail, reliability, and appropriate prioritization to drive outcomes. Sees opportunities to contribute and takes the initiative to create solutions.

  • Strategic Thinking: Ability to clearly define objectives and develop a strategic action plan with objectives, resources and timelines identified.

  • Builds Trust : Consistently models and inspires high levels of integrity in decisions, speech, and actions. Lives up to commitments, taking responsibility for the impact of one's actions. Exercises the courage to prioritize principles and values over personal or professional gain.

  • Influence & Collaborate : Engages others by gathering multiple views and being open to diverse perspectives, focusing on a shared purpose that puts Humana's overall success first. Develops and strengthens networks and relationships, both inside and outside the organization, that support company performance. Proactively and transparently contributes information and energy toward creating value with others.

  • Customer Focus : Connects meaningfully with customers to build emotional engagement and customer advocacy. Develops and applies deep customer knowledge and intimacy to develop and deliver products, services, and interactions that provide value beyond expectations. Simplifies complexity and integrates internal efforts to deliver an optimal customer experience.


  • We will require full COVID vaccination for this job as we are a healthcare company committed to putting health and safety first for our members, patients, associates and the communities we serve.

  • If progressed to offer, you will be required to provide proof of full vaccination or documentation for a medical or religious exemption consideration where allowed by law. Requests for these exemptions should be submitted at least 2 week prior to your scheduled first day of work.

Role Essentials

 Minimum 3 years experience with incident management

 Bachelor's Degree in Computer Science, Information Technology or equivalent experience

 Prior experience with Major Incident delivery - including managing, tracking and reporting remediation of incidents involving enterprise assets.

 Ability to communicate at all levels with clarity and precision both written and verbal

 Ability and confidence to act with decisiveness on critical decisions

 Critical Thinking / Problem Solving

 Ability to challenge information if the response does not fit the situation

 Proven ability to quickly earn the trust of project sponsors and key stakeholders

 Able to prioritize and execute tasks in a high-pressure environment

 Sound business and technical acumen

 Focused and versatile team player that is comfortable under pressure

 Strong presentation skills

Role Desirables

 Experience with ITIL & Six Sigma Principles

 Experience with ServiceNow, PowerPoint, Excel

 Experience developing and executing strategic initiatives focused on operations stability

Reporting Relationships You will report to the Associate Director in the ITSA Incident Management Team. This area is under the leadership of the Associate VP & SVP of IT Operations.

Scheduled Weekly Hours