Incident and Problem Manager

Optum; Leeds; Hybrid; GBP 40,000 - 55,000; Full time

Benefits offered by this job

Comprehensive benefits

Career development opportunities

Job summary

A global healthcare organization is seeking an Incident and Problem Manager. In this hybrid role based in Leeds, you will manage incident lifecycles, ensuring swift service restoration and maintaining strong communication with stakeholders. The ideal candidate will possess ITIL 4 certification and have proven experience in problem-solving and stakeholder management. This position offers the opportunity to impact health outcomes positively.

Qualifications

• Proven ability to manage incident and problem lifecycle activities.
• Demonstrated attention to detail.
• Ability to work collaboratively with cross-functional teams.

Responsibilities

• Manage resources for major and critical incidents on a 24x7 basis.
• Deliver major incident and problem reviews with effectiveness metrics.
• Develop incident and problem processes, tools, and reporting.

Skills

Problem-solving techniques

Stakeholder engagement

Independent operation

Education

ITIL 4 certification or equivalent service management experience

Job description

Overview

Join to apply for the Incident and Problem Manager role at Optum.

Optum is a global organisation 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. Join us to start Caring. Connecting. Growing together.

As an Incident and Problem Manager (full-time, hybrid from Leeds or remote), you'll be part of a collaborative team responsible for managing the full incident and problem lifecycle. You'll ensure service restoration in the shortest time possible while maintaining high standards of communication and stakeholder engagement.

Responsibilities

• Manage and coordinate resources across the business for major and critical incidents on a 24x7x365 basis
• Own and deliver major incident and problem reviews, including metrics on effectiveness
• Contribute to the design and development of incident and problem processes, tools, templates, and reporting
• Work with internal communication teams to relay incident updates to customers
• Maintain cross-functional relationships to deliver consistently high-quality service
• Support resolution meetings and ensure excellent customer service is upheld

Qualifications

• ITIL 4 certified or equivalent service management experience
• Ability to operate independently and as part of a team
• Proven solid problem-solving techniques and attention to detail
• Experience managing incident and problem lifecycle activities
• Demonstrated confidence in engaging with stakeholders at all levels

Eligibility and policies

Please note you must currently be eligible to work and remain indefinitely without any restrictions in the country to which you are making an application. Proof will be required to support your application.

All telecommuters will be required to adhere to the UnitedHealth Group's Telecommuter Policy.

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: UnitedHealth Group is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation, or any other characteristic protected by law. UnitedHealth Group is a drug-free workplace. 2025 UnitedHealth Group. All rights reserved.