Director Problem Incident and Event Management

Profile

Description

The Director, Problem, Incident and Event Management drives technical support teams to recover services during periods of service disruption or outages to key technology platforms/applications. The Director, Problem, Incident and Event Management requires an in-depth understanding of how organization capabilities interrelate across the function or segment.

Responsibilities

Humana is seeking an experienced professional to lead a critical user acceptance testing and production support team with broad impact and scope across Humana Pharmacy, Clinical Operations, and ECOM. This position will work and collaborate with leaders across the Humana enterprise, Segment CIOs, and also with vendor partners.

This position develops and executes the technical strategy and execution of manual and automated user acceptance testing and first line production support teams for the Salesforce Healthcloud application and all interfacing Clinical and Pharmacy applications. The automated and manual user acceptance testing teams are focused on support of critical monthly application releases. The leader also oversees the technical support teams to assist in recovery of services during periods of service disruption or outages to key technology platforms/applications. This position requires an in-depth understanding of how organization capabilities interrelate across the segments.

Responsibilities

Lead multi-level organization with teams focused on User Acceptance Testing and first line production support for Salesforce Healthcloud and legacy Clinical and Pharmacy applications

Lead organization with a combination of FTE and onshore/offshore contractors under multiple managed services agreements

Oversee several managed services agreements supplying contingent labor to execute on multi- year, multi-million dollar budget for the Enterprise Clinical Operating Model technology and operating transformation

Develop a multi-year testing and support strategy focusing on advancing automation to expand and increase coverage while maintaining budgeted spend

Develop multi-year strategy to increase effectiveness of testing and support organization reducing overall impact of production support issues after monthly and quarterly application releases

Work with senior level leaders across the CPS organization, Retail Markets and IT organization to develop and execute on multi-year for a modernized and effective user acceptance testing and production support organization

Partner with IT teams on delineation strategy between System Integration Testing and User Acceptance Testing

Direct and oversee post release production support activities- providing root-cause analytics and action plans to senior level leaders across CPS, Retail Markets and the IT organizations using the data to influence future strategy, staffing and technical decisions

Oversee initiatives related to User Acceptance Testing process and product rollout into the production environment.

Plan, conduct and manage a broad range of technical systems and application testing deliverables for projects delivered by IT and vended partners

Work with partnering teams to develop integrated methodologies for testing end to end transactions to ensure IT and vendors are delivering quality products in established timeframes

Oversee quality of projects on an ongoing basis by evaluating progress, quality, managing risks and issues and taking corrective actions as needed to meet project deadlines

Analyzes and communicates testing and production support to senior level leaders in partnering organizations and recommends/influences necessary course of action

Resolves a variety of complex issues through evaluative judgement and analytical thought and experiences

Exhibits advanced and comprehensive knowledge of several areas across the organization, IT testing, Production Support and has advanced understanding of the industry

Required Qualifications

8 or more years of technical experience

5 or more years of technical leadership experience

Comprehensive knowledge of Microsoft Office applications, including Word, Excel, and Visio

Experience in problem analysis and process documentation

Experience working in cross-functional, collaborative teams

Experience with Software Development Lifecycle and SAFE Agile Development Methodologies

Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Must be able to effectively use complex analytical. Interpretive and problem solving techniques

Must be able to communicate with senior level leaders on complex, technical problems with the ability to guide and influence decisions with diplomacy

Must be able to organize and manage multiple priorities and projects

Must be able to quickly adapt to changes in a fast-paced environment

Preferred Qualifications

Previous experience leading a user acceptance testing and/or production support organization

Additional Information

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com