Senior Problem, Incident and Event Management Engineer

Humana • Louisville, KY

6d • Remote

About The Position

The Senior Problem, Incident and Event Management Engineer facilitates the coordination and restoration of services impacting key technology platforms and applications. This role serves as a central point of contact for high-priority incidents, driving timely resolution while minimizing business impact. The position requires advanced analytical skills to evaluate complex issues, along with the ability to coordinate cross-functional teams and manage notifications across technical, business, and leadership stakeholders. The Senior Problem, Incident and Event Management Engineer is responsible for managing the full lifecycle of incidents from detection through resolution. This role requires strong leadership, decision-making, and communication skills to effectively manage high-pressure situations with minimal oversight.

Requirements

• 2+ years of Incident Management experience
• Ability to lead cross-functional teams under pressure
• Previous experience in the healthcare industry
• Experience sending notifications to business, technical and executive stakeholders
• Experience with ITSM tools such as ServiceNow
• Strong analytical and problem-solving capabilities

Nice To Haves

• ITIL v5 certification

Responsibilities

• Coordinating incident resolution in partnership with the Restoration Lead to drive technical teams toward rapid service recovery
• Making incident prioritization decisions based on the Enterprise Priority Matrix
• Communicating timely, clear, and actionable updates to enterprise stakeholders, including business and technical leadership
• Preparing and distributing post-incident summaries, and executive-level notifications
• Escalating issues appropriately and ensuring accountability across support teams and vendors
• Partnering with Problem Management to ensure incidents with recurring patterns are addressed structurally
• Identifying trends and recommending improvements to tools, processes, and operational practices
• Supporting continuous improvement initiatives, including automation and process optimization
• Participating in on-call or escalation rotations for off-hours incident support

Benefits

• medical
• dental
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed