Senior Technical Support Consultant – SG 24, 25, 26

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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

Primary Responsibilities:

• Peak Season Readiness
• Perform Application Health Assessment Reviews
• Perform deep dives into application health opportunities for improvement such as performance testing, data loads, security, monitoring
• Maintain or improve Daily / Weekly / Monthly reporting on Peak Season Key Performance Indicators
• IT Service Management (ITSM) Operational Excellence
• Assist new IT Operations teams with initial Operational Readiness Items
• Consult with IT Operations teams on implementation or improvement of:
  • Operational Readiness Best Practices
  • ITSM Key Performance Indicators: Application or System Availability, Problem Backlog/Influx, Incident Backlog/Influx/SLA, Mean Time to Restore (MTTR) and Mean Time Between Incidents (MTBI)
• High Impact Incident Restoration
• Assist IT Operations teams with Technology Command Center (TCC) War Room and Incident Review Best Practices:
  • Conducting Periodic Mock War Rooms
  • War Room Playbook Creation
  • Incident Check Out Process
• High Impact Communications
• Provide Consultation on:
  • High Impact Incident Communication Tool Configuration and Usage
  • Business Impact statements (Do’s and Don’t)
  • Communication Templates
• 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:

• Graduate degree or equivalent experience / Degree or higher in Computer Science, MIS or 2+ years of equivalent training or experience
• 8+ years of experience in an IT Operations/OM support role
• Ability to participate in on-call rotation

Preferred Qualifications:

• ITIL or other ITSM framework certification
• Working experience and knowledge of ServiceNow

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.

Country: IN