Associate Director IT Infrastructure Operations and Process Improvement

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Job Information

Humana

Associate Director, IT Infrastructure Operations and Process Improvement

in

Atlanta

Georgia

Description

The Associate Director, IT Infrastructure Operations and Process Improvement monitors and measures relevant performance metrics to assess the performance of IT resources, infrastructure systems and optimizes performance through process improvement activities. Associate Director, IT Infrastructure Operations and Process Improvement requires a solid understanding of how organization capabilities interrelate across IT department(s). The AD is an expert in 24/7 operations with high performing and scaling systems that meet a high degree of uptime. An expert in all facets of infrastructure operations and systematization - with the ability to effectively communicate with customers and internal stake holders. This will include generating and providing recommendations on how Humana should optimize services, compliance controls through analysis and develop automated reporting that enables teams to leverage best practices for running efficient solutions.

Responsibilities

The Associate Director, IT Infrastructure Operations and Process Improvement devises measures and targets to assess and optimize the performance of IT functions, services, projects and any related improvement initiative. Identifies and analyzes performance measures and metrics, develops and maintains balanced scorecards and dashboards, and evaluates and monitors performance in IT Infrastructure related areas. Will include infrastructure performance management, database performance management, (operating) system performance management (physical and virtual/cloud) and business transactions performance. Decisions are typically related to identifying and resolving complex technical and operational problems within department(s), and could lead multiple managers or highly specialized professional associates.

Responsibilities:

Manage operations plans, staffing, budget and execution.

Lead escalated Incident Management teams and develop maturity plans to continually improve.

Improve incident and problem management functions while working to build a world-class incident response function for our customers.

Executes data-driven decisions by delivering operational metrics by analyzing operational data to identify trends and potential problems.

Oversees the information technology vendor relationship and delivery of outsourced services.

Supports the information technology function, evaluates vendor performance, spend optimization and risk management. Directs the lifecycle activities for existing contracts.

Collaborate with vendor partners, maintain strategic relationships and identifying continuous improvement opportunities.

Establish automated monitoring tools to track systems' health, uptime and outages.

Partner with monitoring team to build maturity around event management and event correlation.

Knowledge of monitoring software for infrastructure monitoring as well as application performance monitoring including SLAs/KPIs and reporting approaches for the multi cloud platforms.

Ensure compliance with best security practices and constantly assess potential vulnerabilities.

Identify key procedures that can be automated and either automate them or work with platform engineering team to develop automation.

Build out required L2 SOP's for L2 MSP Teams.

Establish, report, and improve various metrics associated with the efficiency of operating the Humana foundation environment suite delivering value to our customers.

Adhere to established upon customers' SLA's.

Ability to make solid business decisions in a dynamic and fast-paced environment.

Strong leadership and people management skills.

Monitors, tracks and records system performance and utilization metrics. Communicates highly technical information to both technical and nontechnical personnel.

May participate in development of information technology and infrastructure projects.

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

What you will do:

Oversee datacenter operational processes across all teams, from change planning to incident management.

Skill and knowledge in ITIL/ITSM processes related to Incident Management, Service Requests, Event Management, Access Management, Change Management, Knowledge Management and Escalated Incident Management.

You have a deep understanding how to apply best practices around monitoring, alerting, logging and have implementation experience with one or more monitoring, alerting, and logging systems (Dynatrace, NNM, BigPanda, ThousandEyes, SolarWinds, Splunk, etc... ).

Knowledge of corporate IT, data centers, ticketing system (ServiceNow), monitoring software implementation, troubleshooting, and continuous improvement approaches.

Solution-oriented leadership and a management-based approach.

Design key concepts and practices of observability, coupled with experience implementing robust systems that leverage metrics, logs, and traces to provide understanding of system state. Advocate for that strategy with engineers, managers, and executives.

Ability to work with minimal supervision, making decisions based upon priorities, schedules and an understanding of business initiatives.

Provide guidance, objectives, and metrics and oversight to help teams maintain 24/7 uptime and availability of production mission critical customer facing services.

Define and roll out the processes, practices, and tooling that teams will use to meet their service level objectives.

Define and lead the rollout of new infrastructure initiatives that improve overall system resilience and efficiency.

Work across the organization to identify and resolve operational gaps.

Lead operational roll out, working with internal and third-party resources to achieve growth goals and operational stability.

Availability for off‐hours work related to 24/7 up-time and availability - willingness to support the team who has on-call coverage expectations.

Required Qualifications

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

5 or more years of transformational experience

5 or more years of management experience

5 or more years of infrastructure operations experience

5 or more years of database experience (SQL, PostGreSQL, Oracle, Mongo, Synapse)

5 or more years AIX, Linux, UNIX, Windows Operating Systems

5 or more years of Networking and Storage operations experience

Experience integrating new technologies with existing technologies

Experience implementing technologies with enterprise-wide impact

Minimum of 5 years of experience managing 24/7 production operations for a high-volume, business-critical cloud and datacenter infrastructure services.

Experience with and enthusiasm for operating in an agile DevOps oriented organization and culture.

Senior level experience in Ansible, API queries, and Power BI is a plus.

Knowledge scripting using Python, Perl, PowerShell, JavaScript, or similar scripting languages.

Additional Information

Associates are required to be fully COVID vaccinated, including booster, or undergo weekly COVID testing and wear a face covering while at work. The weekly testing will need to be done through an approved Humana vendor, and unvaccinated associates should follow all social distancing and masking protocols if they are required to come into a Humana facility or work outside of their home.

If progressed to offer, candidates will be required to:

Provide proof of full vaccination, including booster OR

Provide proof of applicable exemption including any required supporting documentation

Medical, religious, and state exemptions will be available.

Work-At-Home Requirements

WAH requirements: Must have the ability to provide a high speed DSL or cable modem for a home office. Associates or contractors who live and work from home in the state of California will be provided payment for their internet expense.

A minimum standard speed for optimal performance of 25x10 (25mpbs download x 10mpbs upload) is required.

Satellite and Wireless Internet service is NOT allowed for this role.

A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

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Scheduled Weekly Hours

40

Company info

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