Senior Problem, Incident and Event Management Engineer

Senior Problem, Incident, and Event Management Engineer

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 Service Now to aggregate, correlate, and operationalize data across multiple systems to drive timely escalation and resolution of critical incidents.

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

Service Now Integration & ITSM Enablement

• Partner with Service Now 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

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 Service Now 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, Power Shell, 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…