Technical Support Consultant – Major Incident Manager

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.

The Major Incident Manager is integral to the Optum Technology Command Center’s success. You’ll focus on monitoring services, managing high priority issues with engaging enterprise and vendor technology teams to drive to resolution/workaround. This role will drive a variety of tasks and outcomes depending on the situation.

This function coordinates the processes and activities that focus on restoring service after an incident occurs. Monitors environment health and the facilitation of high severity incidents to improve the state of service availability and continuity. This function also includes those who operate and monitor computer and peripheral equipment. Documents all problems (hardware, application, facility, etc.) and takes corrective action as required. Understand the interactions between systems, the applications and services hosted and evaluate the impact of changes and additions.

Primary Responsibilities:

• Monitor/Respond to events that lead to a high priority Incident
• Analyze service/business impacts, document and leverage technology to issue all communications and provide stakeholder management
• Manage Bridge calls and facilitate technical troubleshooting efforts with engaging additional technical support as needed, including vendor support to drive to resolution as quickly as possible
• Forming action plans with roles and deadlines and ensuring these are completed
• Resolving the outage via workaround or permanent fix
• Supporting and nurturing process improvements
• Continually maintaining and developing tools and resources to manage major incidents effectively
• Providing periodic major incident metrics reports, as needed
• Comfortable in 24/7 Environment and rotational shifts
• 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

equired Qualifications:

• Bachelor’s degree or equivalent work experience
• ITIL Certified
• 9+ years of Major Incident Management experience to facilitate the P1 & P2 service restoration efforts with support personnel
• 7+ years of Major Incident Management / Critical Incident Management experience
• Experience and knowledge with ServiceNow/ITSM tools and relation to processes (Incident, Change, Problem, CMDB, etc.)
• Knowledge of monitoring tools
• Good understanding of Infrastructure or experience in Infrastructure/application
• Proven solid communication skills (written and verbal)
• Proven ability to comprehend Technology related discussion on a restoration bridge

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.