Senior Problem, Incident and Event Management Engineer

Become a part of our caring community The Senior Problem, Incident, and Event Management Engineer is responsible for advancing enterprise event correlation, observability, and incident detection capabilities to proactively identify and mitigate service disruptions before user impact. This role specializes in leveraging platforms such as Splunk, Dynatrace, and ServiceNow to aggregate, correlate, and operationalize data across multiple systems to drive timely escalation and resolution of critical incidents. This position plays a key role in evolving from reactive incident response to data-driven, predictive operations, utilizing CMDB-driven context, criticality tiering, and advanced analytics to prioritize and escalate issues with significant business impact. Key Responsibilities Event Correlation & Observability Engineering Design, configure, and continuously improve event correlation rules and alerting strategies across platforms such as Splunk ITSI and Dynatrace Integrate data from multiple monitoring, application, and infrastructure sources to create meaningful, actionable events Normalize and enrich event data using standardized fields and metadata to improve correlation accuracy and reduce noise Drive reduction of false positives and duplicate alerts through correlation, aggregation, and suppression strategies Dashboarding & Data Visualization Develop and maintain operational and executive dashboards in Splunk and other reporting tools Translate technical telemetry into clear, business-aligned insights, highlighting service health, degradation, and emerging risks Partner with command center, TOC, and incident teams to ensure dashboards support real-time decision making and escalation Incident Detection & Escalation Leverage correlated event data and observability insights to trigger proactive incident identification prior to user-reported impact Apply criticality tiering and CMDB data to assess business impact and drive proper prioritization and escalation paths ServiceNow Integration & ITSM Enablement Partner with ServiceNow stakeholders to improve workflows, reporting, and automation capabilities CMDB & Data-Driven Decisioning Leverage CMDB relationships and service mapping where available to enrich event data with application, infrastructure, and business context Utilize service ownership, business criticality, and operational hours data to inform prioritization decisions Partner with CMDB and service mapping teams to improve data quality and completeness Trend Analysis & Continuous Improvement Analyze patterns across incidents, alerts, and events to identify systemic issues and opportunities for improvement Partner with Problem Management to eliminate recurring issues through structural fixes Drive improvements in monitoring coverage, alert quality, and detection speed Contribute to a shift toward predictive, AIOps-driven operations Use your skills to make an impact Required Qualifications 3–5+ years of experience in Incident, Event, or Problem Management Hands-on experience with Splunk (preferably ITSI) and Dynatrace or similar observability platforms Experience building dashboards, reports, and analytics to support operational decision-making Experience with ServiceNow ITSM, including incident lifecycle management and reporting Strong analytical skills with the ability to correlate data across multiple systems and platforms Experience working with event correlation, alerting strategies, or AIOps concepts Ability to assess business impact using priority models, criticality tiers, and service context Strong communication skills with the ability to translate technical findings into actionable insights Preferred Qualifications Experience with CMDB, service mapping, or application dependency mapping Exposure to enterprise monitoring ecosystems (e.g., APM, synthetic monitoring, infrastructure monitoring) Experience supporting command center, TOC, or major incident management environments Knowledge of ITIL frameworks and service management best practices Experience with automation or scripting (Python, PowerShell, or similar) Bachelor's Degree in Business, Computer Science, or a related field or equal experience ITIL v5 certification Previous experience in the health care industry Additional Information: Limited Geography Remote - This is a remote position but located within a specific geography. To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. Satellite, cellular and microwave connection can be used only if approved by leadership. Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense. Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information. Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required. Scheduled Weekly Hours 40 Pay Range The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc. $89,000 - $121,400 per year This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance. Description of Benefits Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides 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. About us About Humana: 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. Learn more about what we offer at Humana.com and at CenterWell.com. Equal Opportunity Employer 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.