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:
- Should be flexible to work in 24/7 shifts with rotational weekly-offs including festivals and holidays
- Tracking/monitoring the performance of products via enterprise tools and utilities
- Respond to system-generated alerts/escalations relating to any failures on application platform
- Responsible for monitoring the Production status, and ensure the product works as expected with 100% uptime; handle communication around production issues
- Perform initial analysis and work with partner teams to identify and implement corrective and preventive measures *
- Manages product infrastructure and any processes related to these systems. Provides support to IT systems including day-to-day operations, monitoring and problem resolution for all the client/server/storage devices, etc
- Setup Incident bridge/War room calls with various internal and cross-functional teams for troubleshooting and document the on-going conversation for timely updates
- Monitor Product Dashboards on Cloud infrastructure
- Comply with all applicable Company policies, procedures, and business directives, changes including those relating to work location, team assignments, work schedules, and flexible work arrangements.
Required Qualifications:
- Bachelor's degree in Computer Science, IT, or an equivalent qualification
- 2+ years of experience in a customer support function, preferably technology/IT support or voice-based support, with experience handling customer escalations
- Good understanding of ITIL/ITSM processes, particularly Incident Management
- Working knowledge of Microsoft Word, PowerPoint, and Excel, including basic reporting
- Basic understanding of SQL, database fundamentals, or other technical/programming languages
- Proven excellent verbal and written communication skills
- Proven solid analytical and problem-solving skills with good attention to detail
- Proven ability to communicate effectively with internal stakeholders and external clients/customers
- Proven solid technical aptitude and ability to quickly learn new technologies, tools, and processes
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.
Skills Required
- Bachelor's degree in Computer Science, Information Technology, or an equivalent qualification
- 2+ years of experience in customer support, preferably technology or IT support, including customer escalations
- Understanding of ITIL/ITSM processes, particularly Incident Management
- Working knowledge of Microsoft Word, PowerPoint, and Excel, including basic reporting
- Basic understanding of SQL, database fundamentals, or other technical/programming languages
- Excellent verbal and written communication skills
- Strong analytical, problem-solving, and attention-to-detail skills
- Ability to communicate effectively with internal stakeholders and external clients or customers
- Strong technical aptitude and ability to learn new technologies, tools, and processes quickly
- Flexibility to work 24/7 rotational shifts, including holidays and festivals
Optum Compensation & Benefits Highlights
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Leave & Time Off Breadth — Paid time off is often regarded as generous, with meaningful accrual and flexibility to use it. While practices can vary by team, the overall time-off offering stands out as a relative strength.
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Retirement Support — A 401(k) plan with employer matching is available and generally well-regarded for supporting long-term savings. It remains valuable, though candidates should verify the current match formula.
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Parental & Family Support — Programs such as parental leave, family medical leave, and adoption assistance are included as notable elements of the total rewards package. These resources can meaningfully support work-life balance when applicable to the role and location.
Optum Insights
What We Do
Optum, part of the UnitedHealth Group family of businesses, 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. At Optum, we support your well-being with an understanding team, extensive benefits and rewarding opportunities. By joining us, you’ll have the resources to drive system transformation while we help you take care of your future. We recognize the power of connection to drive change, improve efficiency and make a difference in health care. Join a team where your skills and ideas can make an impact and where collaboration is key to creating technology that produces healthier outcomes.
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Optum Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Optum has three workplace models that balance the needs of the business and the responsibilities of each role. These models, core on‑site (5 days/week), hybrid (4 days/week) and telecommute or fully remote, vary by country, role and location.
