Technical Support Consultant - Major Incident & Problem Coordinator

Requisition Number: 2363765
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.
As a Major Incident & Problem Coordinator, they will play a critical role in facilitating and governing response activities for high-priority IT incidents and problems across Care Delivery Organizations. They will work closely with support teams, engineers, and third-party vendors to drive rapid resolution of major incidents, minimize business impact, and restore services quickly. In addition, you will govern the complete lifecycle of problem records and tasks, ensuring robust root-cause analysis (RCA) and the implementation of long-term corrective actions. This is an exciting opportunity to utilize advanced collaboration, analytical, and enterprise-approved AI tools to ensure high availability and reliability for critical healthcare service operations.
Primary Responsibilities:

• Use enterprise-approved AI tools to streamline workflows, automate tasks, and drive continuous improvement
• Evaluate emerging trends to inform solution design and strategic innovation
• Provide rapid response to high-priority major incidents, coordinating and joining war rooms within defined SLA response targets to facilitate immediate remediation
• Coordinate with support teams and third-party vendor resources to drive service restoration and complete ITSM record documentation in compliance with enterprise policies
• Evaluate risks and potential impacts for emergency change requests and utilize standard ITSM Change Enablement/Management processes to restore service quickly
• Document precise major incident event timelines and manage continuous status updates across designated enterprise incident collaboration channels
• Compose and distribute timely, audience-appropriate executive summary communications to keep key business and technical stakeholders informed
• Perform problem management governance by establishing clear problem statements, managing problem records, and tracking assigned action items and problem tasks (PTASKs) to resolution
• Perform regular follow-up with record assignees, ensuring progress through the problem-management lifecycle within designated targets and SLAs
• Capture key discussion points and notes during weekly problem governance reviews, and compile problem closure recaps for relevant stakeholders
• Participate in rotating on-call schedules to ensure seamless 24/7/365 coverage
• 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:

• 2+ years of experience coordinating major incident response and service restoration activities within an ITIL framework
• 2+ years of experience governing problem records, driving root-cause analysis (RCA), and managing action items
• 1+ years of experience working with enterprise IT Service Management (ITSM) platforms (such as ServiceNow)
• Proven ability to analyze complex technical problems and coordinate multi-disciplinary teams under high-pressure scenarios
• Proven solid written and verbal communication skills with a demonstrated ability to translate technical issues into clear updates for non-technical business stakeholders
• Proven ability to work rotating shifts and participate in on-call rotations to support a 24/7/365 operational environment

Preferred Qualifications:

• ITIL Certification (Foundations v3/v4, and/or ITIL Intermediate Service Operations)
• Skilled hands-on experience utilizing the ServiceNow cloud computing platform
• Experience leveraging enterprise AI tools or virtual assistants to automate tasks, summarize incident timelines, or improve process efficiency
• Experience working in a healthcare IT or clinical systems support environment

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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