Manager of Infrastructure Operations amp Administration

Profile

Job Information

Humana

Manager of Infrastructure Operations & Administration

in

Indianapolis

Indiana

Description

The Manager of Infrastructure Operations will lead our On-Prem Systems, Web Technologies, Cloud Platforms and Automation. The Manager is an expert in 24/7 operations with high performing and scaling systems that meet a high degree of uptime. An expert in all facets operations with the ability to effectively communicate with customers, and internal stake holders. This will include generating and providing recommendations on how Humana should optimize services, compliance controls through analysis and develop automated reporting that enables teams to leverage best practices for running efficient solutions.

Responsibilities

The Manager will be responsible for complex support of the company's information technology, applications and servers, which includes analysis, installation, testing, maintenance, operations, planning, response to service outages, and other problems. This position ensures the integration of various elements of technology so that they function effectively for end users. The Manager works within specific guidelines and procedures; applies advanced technical knowledge to solve moderately complex problems; receives assignments in the form of objectives and determines approach, resources, schedules and goals.

Responsibilities:

Manage operations plans, staffing, budget and execution.

Lead escalated Incident Management team and develop maturity plans to continually improve - reducing MTTD/MTTR.

Improve incident and problem management functions while working to build a world-class incident response function for our customers.

Build out required L2 SOP's for L2 MSP Team.

Establish automated monitoring tools to track systems' health, uptime and outages.

Partner with monitoring team to build maturity around event management and event correlation.

Ensure compliance with best security practices and constantly assess potential vulnerabilities.

Optimize operations costs across vendors and service providers.

Partner with Engineering/L3 teams and DevOps on CICD and automated deployment.

Identify key procedures that can be automated and either automate them or work with platform engineering team to develop automation.

Establish, report, and improve various metrics associated with the efficiency of operating the Humana foundation environment suite delivering value to our customers.

Adhere to established upon customers' SLA's.

Ability to make solid business decisions in a dynamic and fast-paced environment.

Strong leadership and people management skills.

Knowledge of monitoring software for infrastructure monitoring as well as application performance monitoring including SLAs/KPIs and reporting approaches for the multi cloud platforms.

Executes data-driven decisions by delivering operational metrics by analyzing operational data to identify trends and potential problems.

Collaborate with vendor partners, maintain strategic relationships and identifying continuous improvement opportunities.

What you bring and what you will do:

Oversee datacenter operational processes across all teams, from change planning to incident management.

Skill and knowledge in ITIL/ITSM processes related to Incident Management, Service Requests, Event Management, Access Management, Change Management, Knowledge Management and Escalated Incident Management.

You have a deep understanding how to apply best practices around monitoring, alerting, logging and have implementation experience with one or more monitoring, alerting, and logging systems (Dynatrace, NNM, BigPanda, ThousandEyes, SolarWinds, Splunk, Azure Monitor, CloudWatch, AppInsight, etc... ).

Knowledge of corporate IT, data centers, ticketing system (ServiceNow), monitoring software implementation, troubleshooting, and continuous improvement approaches.

Solution-oriented leadership and a management-based approach.

Design key concepts and practices of Observability, coupled with experience implementing robust systems that leverage metrics, logs, and traces to provide understanding of system state. Advocate for that strategy with engineers, managers, and executives.

Solid understanding of infrastructure and operation landscape with a focus on public and private cloud (Azure, GCP and AWS) technology and how it differs from traditional computing.

Ability to work with minimal supervision, making decisions based upon priorities, schedules and an understanding of business initiatives.

5 or more years of IT Management experience managing NOC, Command Center or operational teams.

Experience migrating business critical applications to the Cloud, requiring 24/7 up-time.

Provide guidance, objectives, and metrics and oversight to help teams maintain 24/7 uptime and availability of production mission critical customer facing services.

Define and roll out the processes, practices, and tooling that teams will use to meet their service level objectives.

Define and lead the rollout of new infrastructure initiatives that improve overall system resilience and efficiency.

Work across the organization to identify and resolve operational gaps.

Lead operational roll out, working with internal and third-party resources to achieve growth goals and operational stability.

Availability for off‐hours work related to 24/7 up-time and availability - willingness to support the team who has on-call coverage expectations.

What you will bring to the team:

Minimum of 5 years of experience managing 24/7 production operations for a high-volume, business-critical cloud and datacenter infrastructure services.

Excellent organizational and business planning capabilities.

Experience with and enthusiasm for operating in an agile DevOps oriented organization and culture.

An inspiring and creative leadership style that inspires and influences others.

A technical business acumen that ensures the organization is operating efficiently and effectively in a hybrid environment.

The ability to communicate effectively to executives, engineers and customers.

The ability to build effective relationships with internal business stakeholders and external partners.

Significant experience managing IT vendor relationships.

You have experience with and understand the benefits and trade-offs of different serverless implementations emerging in public cloud.

Senior level experience in Ansible, API queries, and Power BI is a plus.

Knowledge scripting using Python, Perl, PowerShell, JavaScript, or similar scripting languages.

Required Qualifications

Bachelor's Degree in Computer Science, Information Technology, or equivalent experience.

5 or more years of transformational experience - someone who likes the challenge of learning new technologies such as Cloud Computing.

5 - 8 years as a Systems Engineer in design, analysis, configuration and maintenance of complex systems software solutions, based on a thorough knowledge of systems engineering and programming concepts and techniques

5 or more years of infrastructure operations experience.

5 or more years of management experience.

5 or more years AIX, Linux, UNIX, Windows Operating Systems.

5 or more years of IT experience with general networking and server knowledge.

Must be passionate about contributing to an organization focused on continuously improving consumer experiences.

Experience integrating new technologies with existing technologies.

Experience implementing technologies with enterprise-wide impact.

One year plus of Cloud Computing Concept experience

Experience with multiple web server platforms and technologies

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com