Senior Professional Service Reliability

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Job Information

Humana

Senior Professional, Service Reliability

in

Louisville

Kentucky

Description

As part of the Service Level and Availability team within Service Reliability, our focus is assuring that our critical apps and services we currently report on as well as those supporting our enterprise consumer journeys are assessed for service level expectations that are clearly defined and measurable through Service Level Objective's (SLO's) and Service Level Indicators (SLI's). Additionally, we continually assess for resiliency needs, to get to a level of confidence in meeting those defined service level expectations. In this role, you will apply your process improvement and data analytics expertise in an IT Service Management context to transform the way Humana teams deliver reliable application/business services that meets Humana's business expectations. This role analyzes data from multiple sources to define insights which drive availability and operational process optimization. You will also use your skills to work with process management areas around the organization to identify and communicate resiliency requirements based on policy defined by those areas to assure that we are meeting availability and performance requirements improvement activities.

Responsibilities

Humana is an $80 billion (Fortune 41) market leader in integrated healthcare with a clearly defined purpose to help people achieve lifelong well-being. As a company focused on the health and well-being of the people we serve, Humana is committed to advancing the employment experience and vitality of the associate community. Through offerings anchored in a whole-person view of human well-being, Humana embraces a focus on stimulating positive individual and population changes while nurturing a sense of security, enabling people to live life fully and be their most productive.

As part of the Service Level and Availability team within Service Reliability, our focus is assuring that our critical apps and services we currently report on as well as those supporting our enterprise consumer journeys are assessed for service level expectations that are clearly defined and measurable through Service Level Objective's (SLO's) and Service Level Indicators (SLI's). Additionally, we continually assess for resiliency needs, to get to a level of confidence in meeting those defined service level expectations. In this role, you will apply your process improvement and data analytics expertise in an IT Service Management context to transform the way Humana teams deliver reliable application/business services that meets Humana's business expectations. This role analyzes data from multiple sources to define insights which drive availability and operational process optimization. You will also use your skills to work with process management areas around the organization to identify and communicate resiliency requirements based on policy defined by those areas to assure that we are meeting availability and performance requirements.

Key Responsibilities

Lead maturity initiative that communicates actionable insights to mature the reliability of our most critical applications and services.

Apply SRE best practice or related experience to consult, coach and provide oversight across process partners in defining and implementing SLOs/SLIs for our critical applications and services that support our critical consumer journeys.

Provide support for partners in defining critical applications.

Contribute to evolving the way we calculate and report on availability and performance of our critical applications and journeys as an enterprise.

Participate in defining and delivering on key results (OKRs) for Service Reliability.

Deliver presentations and training for Service Level and Availability process and policy alignment.

Make decisions on the implementation of new/updated programs or large-scale projects for the function and its supporting technical/operational procedures and processes; implement strategic plans, drive goals and objectives, and improve performance.

Key Candidate Qualifications

The ideal candidate will have a strong track record of driving process improvement, along with practical experience in defining and managing SLA's, SLO's, and SLI's.. He/she will also have a

strong background working with multiple teams and different levels of leadership to assure that applications/services and journeys can meet the needs and expectations of the consumers that they support. ITIL 4 certification and strong understanding of all IT Service Management areas (Change, Incident Management, etc) is highly desired.

In addition to the above, the following professional qualifications and personal attributes are also sought:

Experience with data analytics and the ability to lead teams to derive actionable insights from data

Strong business and technology acumen.

Proficiency in business consulting and/or operational leadership experience * Current or recent experience in a large, highly matrixed company (i.e., Fortune 250), with proven ability to collaborate with and influence leaders and key stakeholders to adopt new ways of working

Excellent oral and written communications skills, including the polish, poise, and executive presence that will ensure effective interaction with senior and executive level audiences

Ability to interact with and defend position with senior management using data

Experience in Healthcare would be useful, but not required

ServiceNow platform experience specifically in Service Management and CMDB modules

Professional certifications include a Bachelor's degree, preferably in Engineering or a related discipline. * Provide proof of full vaccination or commit to testing protocols OR  

Provide proof of applicable exemption including any required supporting documentation

Medical, religious, state and remote-only work exemptions are available.

Scheduled Weekly Hours

Scheduled Weekly Hours

40

Company info

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