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About the Role

The Senior Problem, Incident, and Event Management Engineer advances enterprise event correlation, observability, and incident detection capabilities to proactively identify and mitigate service disruptions before user impact. This role leverages platforms like Splunk, Dynatrace, and ServiceNow to operationalize data, driving timely escalation and resolution of critical incidents. The position evolves incident response from reactive to data-driven, predictive operations using CMDB-driven context, criticality tiering, and advanced analytics.

Responsibilities

Design, configure, and continuously improve event correlation rules and alerting strategies across platforms such as Splunk ITSI and Dynatrace
Integrate data from multiple monitoring, application, and infrastructure sources to create meaningful, actionable events
Normalize and enrich event data using standardized fields and metadata to improve correlation accuracy and reduce noise
Drive reduction of false positives and duplicate alerts through correlation, aggregation, and suppression strategies
Develop and maintain operational and executive dashboards in Splunk and other reporting tools
Translate technical telemetry into clear, business-aligned insights, highlighting service health, degradation, and emerging risks
Partner with command center, TOC, and incident teams to ensure dashboards support real-time decision making and escalation
Leverage correlated event data and observability insights to trigger proactive incident identification prior to user-reported impact
Apply criticality tiering and CMDB data to assess business impact and drive proper prioritization and escalation paths
Partner with ServiceNow stakeholders to improve workflows, reporting, and automation capabilities
Leverage CMDB relationships and service mapping where available to enrich event data with application, infrastructure, and business context
Utilize service ownership, business criticality, and operational hours data to inform prioritization decisions
Partner with CMDB and service mapping teams to improve data quality and completeness
Analyze patterns across incidents, alerts, and events to identify systemic issues and opportunities for improvement
Partner with Problem Management to eliminate recurring issues through structural fixes
Drive improvements in monitoring coverage, alert quality, and detection speed
Contribute to a shift toward predictive, AIOps-driven operations

Requirements

3–5+ years of experience in Incident, Event, or Problem Management
Hands-on experience with Splunk (preferably ITSI) and Dynatrace or similar observability platforms
Experience building dashboards, reports, and analytics to support operational decision-making
Experience with ServiceNow ITSM, including incident lifecycle management and reporting
Strong analytical skills with the ability to correlate data across multiple systems and platforms
Experience working with event correlation, alerting strategies, or AIOps concepts
Ability to assess business impact using priority models, criticality tiers, and service context
Strong communication skills with the ability to translate technical findings into actionable insights
Experience with CMDB, service mapping, or application dependency mapping
Exposure to enterprise monitoring ecosystems (e.g., APM, synthetic monitoring, infrastructure monitoring)
Experience supporting command center, TOC, or major incident management environments
Knowledge of ITIL frameworks and service management best practices
Experience with automation or scripting (Python, PowerShell, or similar)
Previous experience in the health care industry
Internet service download speed of 25 Mbps and an upload speed of 10 Mbps required
Wireless, wired cable or DSL connection suggested
Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

Skills

Splunk
Dynatrace
ServiceNow
Event Correlation
Observability
Incident Detection
CMDB
AIOps
Dashboarding
Data Visualization
ITSM
Problem Management
Python
PowerShell

Location

Remote

Work Type

Remote
Full-time

Experience Level

Senior

Education Level

Bachelor's Degree in Business, Computer Science, or a related field or equal experience
ITIL v5 certification

Salary/Compensations

$89,000 - $121,400 per year

Benefits

Medical benefits
Dental benefits
Vision benefits
401(k) retirement savings plan
Time off (including paid time off, company and personal holidays, paid parental and caregiver leave)
Short-term disability
Long-term disability
Life insurance
Telephone equipment provided
Bi-weekly payment for internet expense (for CA, IL, MT, SD residents)

About the Company

Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company.
Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it.
These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large.

Equal Opportunity

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status.
It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements.
This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.