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 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.
Preferred Qualifications
- Master’s degree in Computer Science, Healthcare Informatics, or a related discipline.
- Practical, hands-on experience with automation and scripting tools such as Ansible, PowerShell, Python, Bash, or comparable technologies.
Additional Information
Work-At-Home Requirements
- WAH requirements: Must have the ability to provide a high speed DSL or cable modem for a home office. Associates or contractors who live and work from home in the state of California will be provided payment for their internet expense.
- A minimum standard speed for optimal performance of 25x10 (25mpbs download x 10mpbs upload) is required.
- Satellite and Wireless Internet service is NOT allowed for this role.
- 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.
$129,300 - $177,800 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.
Application Deadline: 05-24-2026
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.