Problem Incident amp Event Management Lead

DescriptionThe 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.ResponsibilitiesLocation: work at home anywhereHumana is seeking an experienced professional to be part of the first line of defense production support team supporting our ECOM and Carehub applications. This position will collaborate with leaders across the Humana enterprise, IT and also with vendor partners on status, outcomes and needs of production incidents.This position aides in development and execution of the technical strategy of the production support function for the Salesforce Health Cloud application and all integrated applications. This role will aide in identification, prioritization and root cause analysis of production support incidents impacting supported lines of business. This position requires an in-depth understanding of the SDLC, incident resolution, using data and analytics to drive down ticket volumes and improve resolution times.ResponsibilitiesAide in development of best in class strategy and execution of the production support functions for Salesforce Health Cloud and integrated applicationsAssist leadership in development of multi-year strategy to increase effectiveness of support organization reducing overall impact of incidents after monthly and quarterly application releasesWork with senior level leaders across the CPS organization, Retail Markets and IT organization to develop and execute on multi-year strategy for a modernized production support organizationPartner with IT teams on handoff strategies between business and IT teams.Analyzes and communicates incident status and risks to senior level leaders in direct and partnering organizations and recommends/influences necessary course of actionResolves a variety of complex issues through evaluative judgement and analytical thought and experiencesExhibits advanced and comprehensive knowledge of several areas across the organization, IT testing, and has advanced understanding of the industryThis role may require production support during release weekendsRole Essentials8 or more years of experience working in technology, operations and/or production supportExperience in problem analysis and process documentationExperience working in cross-functional, collaborative teamsExperience with Software Development Lifecycle and SAFE Agile Development MethodologiesMust be able to effectively use complex analytical, interpretive and problem solving techniquesMust be able to communicate with senior level leaders on complex, technical problems with the ability to guide and influence decisions with diplomacyMust be able to organize and manage multiple priorities and projectsMust be able to quickly adapt to changes in a fast-paced environmentComprehensive knowledge of Microsoft Office applicationsPreferred QualificationsPrevious experience leading or having direct influence over production support functionsAdditional InformationHumana is an organization with careers that change lives-including yours.