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About the Role

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.

Responsibilities

Designs, builds, and continuously evolves the enterprise Incident management practice.
Drives operational resilience by leveraging AIOps, advanced analytics, and standardized processes.
Leads the transformation and maturity of incident management capabilities.
Defines governance models and operational frameworks aligned to ITIL 4 and enterprise objectives.
Works across technology, SRE, and ITSM teams to drive consistency and eliminate silos.
Embeds AIOps, machine learning, and predictive analytics into the incident lifecycle.
Implements intelligent alert correlation, predictive incident detection, automated triage, and self-healing capabilities.
Designs and optimizes end-to-end workflows within ServiceNow, leveraging automation and AI.
Partners closely with observability and engineering teams to enhance monitoring strategies, event management, and root cause insights.
Establishes and governs continuous improvement cycles using centralized dashboards, KPIs, and AI performance metrics.
Delivers 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
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 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
This role is not eligible for work sponsorship
Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Skills

AI enablement
Automation
Cross-functional integration
AIOps
Advanced analytics
ITSM
Incident Management
Problem Management
Change Management
Knowledge Management
ITIL 4
ServiceNow
Observability
Monitoring
Event management
Root cause analysis
Continuous improvement
KPIs
Machine learning
Predictive analytics
Alert correlation
Automated triage
Self-healing capabilities
ServiceNow workflow optimization
SLA/SLO design
Operational resilience
Reliability engineering
AI performance measurement
Collaboration
Leadership

Location

Limited Geography Remote

Work Type

Remote
40 hours per week

Experience Level

Senior
5+ years of experience

Education Level

Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience)

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 California, Illinois, Montana, or South Dakota 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.