Major Incident Response Lead – ITSM & ServiceNow

UnitedHealth Group; Cebu City; On-site; PHP 1,600,000 - 2,000,000; Full time

Job summary

UnitedHealth Group in the Philippines seeks a skilled IT Service Management professional to lead major incident response and problem management. You will coordinate incident war rooms, document timelines, and drive RCA activities while communicating status to stakeholders.

The role supports Optum Care Delivery in a 24/7 healthcare setting. Ideal candidates will have ITIL certifications, strong written and verbal skills, and experience with ServiceNow in a fast-paced enterprise.

Qualifications

• 4+ years coordinating Major Incident response per ITIL best practices.
• 2+ years governing or coordinating problem records per ITIL best practices.
• ITIL certification at Foundations level or higher.

Responsibilities

• Coordinate Major Incident response and service restoration activities.
• Govern ITSM problem management for PRB/PTASK records and RCA initiatives.
• Communicate updates to stakeholders and maintain incident timelines.

Skills

Major Incident Management

Problem Management

ITIL Foundation/Intermediate

Communication skills

ServiceNow

On-call rotations

Education

ITIL Foundations v3/v4

ITIL Intermediate Service Operations

Tools

ServiceNow

Job description

UnitedHealth Group in the Philippines seeks a skilled IT Service Management professional to lead major incident response and problem management. You will coordinate incident war rooms, document timelines, and drive RCA activities while communicating status to stakeholders.

The role supports Optum Care Delivery in a 24/7 healthcare setting. Ideal candidates will have ITIL certifications, strong written and verbal skills, and experience with ServiceNow in a fast-paced enterprise.