Humana

Associate Director, Technology Solutions

Humana

full-time

Posted on:

Location Type: Remote

Location: Remote • Kentucky • 🇺🇸 United States

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Salary

💰 $142,300 - $195,700 per year

Job Level

Senior

Tech Stack

AWSAzureCitrixCloudGoogle Cloud PlatformITSMVMware

About the role

  • Provide leadership and direction for Desktop End User Support and Incident Management teams, ensuring timely, effective resolution of incidents and requests.
  • Ensure consistent delivery of high-quality support services that prioritize end user experience, stability, and productivity.
  • Establish clear expectations, operating rhythms, and service standards across support functions.
  • Lead the continued maturation of Incident Management practices, including major incident response, escalation models, and post-incident reviews.
  • Identify recurring incidents and systemic issues that impact Humana Military users, working closely with engineering and platform teams to drive issues to permanent resolution.
  • Partner with stakeholders to reduce end user friction through proactive problem identification and prevention.
  • Analyze incident and support data to identify trends, risks, and opportunities for improvement.
  • Translate insights into actionable plans that improve reliability, reduce repeat incidents, and enhance the overall user experience.
  • Define and evolve metrics that measure service effectiveness, incident health, and operational performance.
  • Serve as a key partner to engineering, infrastructure, security, and product teams to align support insights with technical roadmaps.
  • Communicate clearly and effectively with leaders and partners across the organization, providing visibility into issues, risks, and progress.
  • Represent End User Support and Incident Management in cross-functional discussions and initiatives.
  • Develop and mentor managers and team members, building strong technical, analytical, and leadership capabilities.
  • Foster a culture of ownership, learning, and continuous improvement.
  • Support career growth and succession planning within the team.

Requirements

  • Experience with Layer 2 and Layer 3 network architecture and design (LAN/WAN).
  • Familiarity with cloud network architectures, implementations, and support across platforms such as AWS, Azure, and GCP.
  • Demonstrated experience leading and developing technical support and/or service delivery teams.
  • Experience supporting virtualization technologies such as Citrix and VMware.
  • Experience with workstation imaging, patching, and Group Policy management.
  • Strong working knowledge of IT Service Management frameworks, including ITIL, with applied experience improving incident and problem management practices.
  • Excellent verbal and written communication skills, with the ability to engage effectively with technical teams, business partners, and senior leaders.
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 and many other opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Layer 2 network architectureLayer 3 network architecturecloud network architectureAWSAzureGCPCitrixVMwareworkstation imagingGroup Policy management
Soft skills
leadershipcommunicationanalytical skillsproblem identificationmentoringteam developmentcontinuous improvementstakeholder engagementservice deliveryuser experience focus