[Hiring] Senior Incident Management Practice Engineer @Humana

Role Description

The Senior Incident Management Engineer is responsible for designing, building, and continuously evolving the enterprise Incident management practice with a strong emphasis on AI enablement, automation, and cross-functional integration. This role drives operational resilience by leveraging AIOps, advanced analytics, and standardized processes across ITSM functions to proactively detect, respond to, and prevent service disruptions while minimizing business impact and improving service reliability at scale.

• Leads the transformation and maturity of incident management capabilities across the enterprise.
• Focuses on AI-driven operations, automation, and seamless integration across ITSM practices including Problem, Change, and Knowledge Management.
• Accountable for defining governance models and operational frameworks aligned to ITIL 4 and enterprise objectives.
• Works across technology, SRE, and ITSM teams to drive consistency and eliminate silos.
• Ensures incident management is tightly integrated with upstream and downstream processes.
• Embeds AIOps, machine learning, and predictive analytics into the incident lifecycle.
• Implements intelligent alert correlation, predictive incident detection, automated triage, and self-healing capabilities.
• Designs and optimizes end-to-end workflows within ServiceNow, leveraging automation and AI.
• Partners closely with observability and engineering teams to enhance monitoring strategies, event management, and root cause insights.
• Establishes and governs continuous improvement cycles using centralized dashboards and KPIs.
• Delivers sustained improvements in incident reduction, response effectiveness, and service stability.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• 5+ years of experience in IT operations, DevOps, software engineering, or incident management.
• Hands-on expertise configuring and optimizing enterprise ITSM platforms, particularly ServiceNow.
• Strong understanding of ITIL 4 practices, with experience integrating Incident Management with Problem, Change, and Knowledge Management.
• Experience designing and implementing automation and AI-enabled workflows within ITSM environments.
• Experience with observability, monitoring, and event management practices in complex distributed environments.
• Proven ability to work across teams to align processes, tools, and data for end-to-end service management.
• Strong analytical skills with the ability to leverage operational and AI-driven insights to drive decisions and improvements.

Requirements

• ITIL 4 certification (Foundation or higher).
• Hands-on experience with AIOps platforms and implementing AI use cases such as predictive incident detection, alert correlation, and automated remediation.
• Strong background in SLA/SLO design, operational resilience, and reliability engineering practices.
• Experience implementing AI performance measurement frameworks (e.g., deflection rates, accuracy, resolution speed) and centralized ITSM dashboards.
• Proven track record of driving enterprise-wide process integration across ITSM disciplines.
• Strong collaboration and leadership skills with the ability to influence stakeholders across engineering, operations, and business teams.

Benefits

• Competitive medical, dental, and vision benefits.
• 401(k) retirement savings plan.
• Time off including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave.
• Short-term and long-term disability.
• Life insurance and many other opportunities.