Associate Director, IT Infrastructure Operations and Process Improvement

Become a part of our caring community The Associate Director, IT Infrastructure Operations and Process Improvement monitors and measures relevant performance metrics to assess the performance of IT resources, infrastructure systems and optimizes performance through process improvement activities. Associate Director, IT Infrastructure Operations and Process Improvement requires a solid understanding of how organization capabilities interrelate across IT department(s). The AD 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 of infrastructure operations and systematization - 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, develop automation and IaC that enables teams to leverage best practices for running efficient solutions. The Associate Director, IT Infrastructure Operations and Process Improvement is accountable for leading the design, reliability, scalability, and operational excellence of Humana s infrastructure. This position ensures high availability, optimal performance, security, and compliance for mission-critical operating systems. This leader will collaborate closely with Application Developers, DBAs, Site Reliability Engineering (SRE), and Systems Engineering teams to establish and maintain standardized, resilient, and automated solutions across a range of technologies, including Windows, AIX/Linux, Storage & Backup, Print Services, and Citrix. This role will also 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). Additionally, this role is responsible for providing governance and oversight, ensuring that the Managed Service Provider consistently meets or exceeds established key performance indicators (KPIs). Key Responsibilities • Strategic Leadership & Governance • Provide senior-level leadership in developing Humana s on-premises operations strategy, governance framework, and optimization initiatives. • Collaborate with internal stakeholders and Managed Service Providers (MSPs) to ensure operational excellence, service continuity, and adherence to Service Level Agreements (SLAs). • Maintain relationships with key partners and service providers to drive improvements in operational performance and cost efficiency. • Conduct regular reviews of Managed Services and ensure operational compliance with security, privacy, and regulatory requirements in healthcare environments. • Operational Excellence & Process Improvement • Implement ITIL/ITSM frameworks for Incident, Problem, Change, Event, Access, and Knowledge Management, fostering a culture of continuous improvement. • Lead and mature the Incident and Problem Management functions, minimizing Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR). • Drive proactive monitoring and operational readiness using automated tools and event correlation systems to ensure 24/7 uptime of mission-critical systems. • Identify, standardize, and automate suitable processes in collaboration with platform engineering teams to enhance efficiency and reliability. • Collaboration & Integration • Foster cross-functional collaboration across Humana s technology ecosystem to align operations with business priorities and compliance standards. • Partner with Engineering and DevOps teams to integrate GenAI, automation, and self-healing capabilities into the operational model. • Lead research, evaluation, and deployment of AI and GenAI technologies, including developing and executing an AI adoption roadmap that integrates predictive analytics, large language models (LLMs), and self-healing capabilities. • Performance Management & Reporting • Develop and maintain metrics, dashboards, and operational reports for performance management and strategic decision-making. • Provide executive-level insights and reports highlighting operational efficiency, performance trends, and risk indicators. • Analyze trends, patterns, and outliers in infrastructure and application performance data to identify and address operational gaps. • Documentation & Knowledge Sharing • Create and maintain comprehensive operational documentation, including playbooks, dashboards, and analytical summaries. • Design and implement strategies to enhance the accessibility and usability of knowledge resources Use your skills to make an impact Required Qualifications • 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 develo...