Senior Manager Software Engineering – Service Level Owner

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

This position is for a Senior Software Engineering Manager for products under Providers group. This role will be responsible for managing end-to-end delivery for multiple scrum teams. The role is expected to work closely with Product Owners and Architects to achieve product objectives including cloud migration. This role is expected to lead a team of 50+ FTEs.

Primary Responsibilities:

• As an SLO (Service Level Owner) is accountable for healthy continued operation of a production application or a service
• Track incident tickets and problem tickets against the SLA. Create process and procedures to improve ticket management
• Help drive solutions for incident / problem tickets within team but also across teams – if required create incident tasks
• Consolidate similar incidents (with likely same root cause) into problem tickets
• Communicate these problem tickets to product team to schedule fix
• Is the gatekeeper for the change ticket approvals, it with all details to the SLO for approval if the change ticket
• With the help from PMs / TPMs, drive go n go calls to
• Provide approvals and coordinate with the on call team members for post release check out for change tickets that have impact on the service
• Monitoring and responding to war rooms 
• Ensure monitoring and warning + error threshold are in place for all VBF’s
• Reviews monitoring/dashboards and alerts to ensure we have coverage to the production service in case there are issues
• As the warning thresholds are breached, work with engineers on call to proactively identify issues and fix them before error threshold
• P1/P2 handling and driving the calls to closure for high priority issue along with sending communications to leadership as separate point as its important point
• RCA war rooms and identify any learning opportunities
• Accountable for all components of a service in ServiceNow
• Service maintenance and manage stability goals for your service
• DR plans management + participate in DR activities
• HAD assessment (had.optum.com) for peak season every year
  
• Track service availability (goal – 99.999%), error %s and RER
• Take part and ensure team has KT for upcoming development changes)- need to understand the overall architecture and any major architecture scope changes
• Manage vulnerability remediation , ensure All vulnerabilties are closed within SLA
• Participate Weekly Security forum and work closely with security team for any new ask
• Service Queries   Adhoc Service queries ,Reply to Service Queries (Audit, Version Upgrades , Testing etc.)
• Peak Season Related Requests
• Be able to envision the overall solution for defined functional and non-functional requirements; and be able to define technologies, patterns, and frameworks to materialize it
• Understand various disparate views of the system
• Design and develop the framework of the system and be able to explain choices made. Write and review design document explaining overall architecture, framework, and high-level design of the application
• Manage and be accountable for professional employees and/or supervisors
  
• Participate in stakeholder discussions (business customers, IT partners) along with Service Managers/Service Directors for understanding business needs
• Encourage domain and technical knowledge and aim to build an SME(s) in specific functional and technical component
• Participate in meetings/walkthrough session/group meetings to understand business problem/objective of project
• Work with business partners to ensure appropriate prioritization for scheduled maintenance, including coordination of priorities across applications when required
• Coordinate with development team and ensure a smooth and error free release. Ensuring defect free releases to enhance existing functionality
• Act as a leader for others team members
• Build a relationship with project stakeholders/business partners
• Ensure compliance with organization and project defined standards and processes
• Ensure availability over weekends / holidays as may be needed due to project requirements
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Bachelor’s degree from recognized University 
• 12+ years of overall IT experience
• 10+ years of hands-on experience in development using Java and related technologies like RESTful web / micro services, AngularJS, Scala
• 5+ years of experience as SLO and managing production health of application
• 5+ years of working experience in AWS/Azure, or other Cloud platform, Jenkins CI/CD pipeline (test, build, deployment and monitoring automation)
• 5+ years of experience working as a lead owning the delivery of products
• 4+ years of experience in using automated deployment and release management tools such as Chef / Ansible / Jenkins
• 4+ years of experience of managing development delivery in agile methodologies such as Scrum, Kanban
• 4+ years of working experience in monitoring tools like Datadog, Splunk
• 4+ years of working knowledge of build tools such as Maven / Gradle
• 3+ years of experience providing technical solutions for new capabilities added to products
• Experience in KCC, HCC, Portals, Kubernetes, Health Care Cloud
• Good experience in End-to-end testing/integration testing/Test data co-ordination
• Well-versed with Engineering Practices and Agile environment
• Worked in an Agile team and good understanding of Scrum / Kanban
• Proven ability to demonstrate excellent problem-solving skills
• Proven excellent in design thinking and approach to solve business problem by applying suitable technologies (cost efficient, high performance, resilient and scalable)
• Proven ability to quickly learn new technologies and leverage them to execute on the use cases given to solve business problems
• Proven good oral and written communication Skills

Preferred Qualifications:

• Experience in healthcare domain
• Experience with high volume transaction sites
• Experience working with applications deployed in private or public cloud
• Experience in customer facing products
• Experience in Mobile Development

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes – an enterprise priority reflected in our mission.

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