CenterWell Pharmacy is looking for an Associate Director, Technology Solutions to provide strategic leadership for Humana Military’s End User Experience and Incident Management functions. This role is accountable for delivering a consistent, high-quality end user experience while maturing incident management practices to reduce disruption across the organization.
What You'll Do
- Provide leadership and direction for Desktop End User Support and Incident Management teams, ensuring timely, effective resolution of incidents and requests.
- Lead the continued maturation of Incident Management practices, including major incident response, escalation models, and post-incident reviews.
- Identify recurring incidents and systemic issues, working closely with engineering and platform teams to drive issues to permanent resolution.
- 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.
- 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.
- Develop and mentor managers and team members, building strong technical, analytical, and leadership capabilities.
What We're Looking For
- 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.
Nice to Have
- Master's degree
Technical Stack
- AWS
- Azure
- GCP
- Citrix
- VMware
Team & Environment
Provides leadership for Desktop End User Support and Incident Management teams.
Benefits & Compensation
- Medical, dental and vision benefits
- 401(k) retirement savings plan
- Paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave
- Short-term and long-term disability
- Life insurance
- Compensation: $142,300 - $195,700 per year
Work Mode
This is a remote position.
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.
