Senior Tech Support Analyst - Incident Management

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

Primary Responsibilities:

• This role is consistently involved in high pressure, high stress major incidents while performing the expectations outlined
• Regularly interact with senior leadership, highly technical partners, vendor partners & end users
• Ability to translate complex technical notes into easily consumable communications for a wide range of audiences
• Point of contact for all high priority Incidents (MI, P1, P2) throughout the incident lifecycle
• Advocate service & support impact to technical & war room partners
• Timely business communications to all stakeholders
• Ensure documentation of troubleshooting steps & service restoration details in tickets
• Engage in continuous process improvement where the process performance, activities, roles, responsibilities & procedures are reviewed & enhanced where applicable
• Provide guidance to L1, L2 & L3 teams for ITIL Incident Management principles
• Engage with problem management team for repetitive incidents problem tickets
• Ensure proper routing of incident to resolver group
• Reassign incorrectly routed incidents
• Maintain incident logs & process incident reports
• Deal with backend incident management ticketing team for correcting flow issues / adding new features, etc.

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:

• 3+ years IT experience
• 5+ years customer service experience
• 1+ years IT service desk experience
• Proven good Leadership skills
• Proven very good Professional verbal and written communication
• Proven critical thinking & analysis, Problem solving, Prioritization
• Documentation, Collaboration and Crisis management skills
• Solid technical acumen

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.

Diversity creates a healthier atmosphere: Optum is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

Optum is a drug-free workplace. © 2024 Optum Global Solutions (Philippines) Inc. All rights reserved.