Senior Incident Management Practice Engineer

Humana • Tampa, FL

1d • $89,000 - $121,400 • Remote

About The Position

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. The Incident Management Practice Engineer leads the transformation and maturity of incident management capabilities across the enterprise, with a focus on AI-driven operations, automation, and seamless integration across ITSM practices including Problem, Change, and Knowledge Management. This role is accountable for defining governance models, and operational frameworks aligned to ITIL 4 and enterprise objectives. The engineer works across technology, SRE, and ITSM teams to drive consistency, eliminate silos, and ensure incident management is tightly integrated with upstream and downstream processes. A core component of the role is AI enablement by embedding AIOps, machine learning, and predictive analytics into the incident lifecycle. This includes implementing intelligent alert correlation, predictive incident detection, automated triage, and self-healing capabilities to reduce noise, accelerate resolution, and prevent repeat issues. The engineer will design and optimize end-to-end workflows within ServiceNow, leveraging automation and AI to improve efficiency and scale. They will also partner closely with observability and engineering teams to enhance monitoring strategies, event management, and root cause insights. In addition, the role establishes and governs continuous improvement cycles—using centralized dashboards, KPIs (e.g., MTTR, SLA/SLO attainment, deflection rates, automation coverage), and AI performance metrics to drive measurable outcomes. The position requires both strategic leadership and hands-on execution to deliver sustained improvements in incident reduction, response effectiveness, and service stability.

Requirements

• 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

Nice To Haves

• 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

Responsibilities

• Designing, building, and continuously evolving the enterprise Incident management practice with a strong emphasis on AI enablement, automation, and cross-functional integration.
• Driving 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.
• Leading the transformation and maturity of incident management capabilities across the enterprise, with a focus on AI-driven operations, automation, and seamless integration across ITSM practices including Problem, Change, and Knowledge Management.
• Defining governance models and operational frameworks aligned to ITIL 4 and enterprise objectives.
• Working across technology, SRE, and ITSM teams to drive consistency, eliminate silos, and ensure incident management is tightly integrated with upstream and downstream processes.
• Embedding AIOps, machine learning, and predictive analytics into the incident lifecycle, including implementing intelligent alert correlation, predictive incident detection, automated triage, and self-healing capabilities.
• Designing and optimizing end-to-end workflows within ServiceNow, leveraging automation and AI to improve efficiency and scale.
• Partnering closely with observability and engineering teams to enhance monitoring strategies, event management, and root cause insights.
• Establishing and governing continuous improvement cycles using centralized dashboards, KPIs, and AI performance metrics to drive measurable outcomes.
• Delivering sustained improvements in incident reduction, response effectiveness, and service stability through strategic leadership and hands-on execution.

Benefits

• 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
• many other opportunities
• telephone equipment appropriate to meet the business requirements for their position/job

What This Job Offers

• Job Type: Full-time
• Career Level: Senior