Associate Director, IT Infrastructure Operations – Process Improvement
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Job Description
Associate Director overseeing IT Infrastructure Operations and Process Improvement at Humana. Responsible for optimizing performance and ensuring operational excellence across systems and resources.
Responsibilities:
- Monitor and measure relevant performance metrics to assess the performance of IT resources and infrastructure systems.
- Optimize performance through process improvement activities.
- Lead the design, reliability, scalability, and operational excellence of Humana’s infrastructure.
- Ensure high availability, optimal performance, security, and compliance for mission-critical operating systems.
- Collaborate closely with Application Developers, DBAs, SRE, and Systems Engineering teams to establish and maintain standardized, resilient, and automated solutions across a range of technologies.
- Spearhead the application of AI and Agentic AI to infrastructure operations — driving predictive insights, automated remediation, intelligent observability, and operational copilots that reduce manual overhead while maintaining strict healthcare compliance (HIPAA, PHI).
- Provide governance and oversight, ensuring that the Managed Service Provider consistently meets or exceeds established key performance indicators (KPIs).
Requirements:
- Bachelor’s degree in Computer Science, Healthcare Informatics, or a related discipline.
- Minimum of 10 years of leadership experience in infrastructure operations or engineering, with at least 2 years focused on AI/ML or GenAI research and development.
- Demonstrated experience managing Network Operations Center (NOC) or Command Center teams, with accountability for 24/7 availability and support of mission-critical systems.
- Advanced knowledge of CITRIX, compute, and storage and backup technologies.
- Proficiency in observability, monitoring, and incident response tools and best practices.
- Comprehensive understanding of ITIL/ITSM principles and demonstrated application in complex enterprise environments.
- Excellent analytical, organizational, and communication skills, with the proven ability to collaborate and influence across all organizational levels.
- Capability to work effectively in a lean, agile, and fast-paced environment while maintaining focus on long-term strategic objectives.
- Willingness and availability to support off-hours operations as required in a 24/7 enterprise context.
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
- many other opportunities
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