Senior ITSM & Major Incident Coordinator

UnitedHealth Group; Quezon City; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

UnitedHealth Group’s Optum unit in the Philippines seeks an experienced ITSM professional to lead Major Incident and Problem Management. You will coordinate incident response, drive war rooms, and document timelines and communications for executive-level updates.

The role requires ITIL certifications, ServiceNow expertise, and strong stakeholder collaboration to restore services quickly in a 24/7 healthcare setting.

Qualifications

• 4+ years experience coordinating and driving Major Incident response and service restoration activities according to ITIL Incident Management best practice.
• 2+ years' experience coordinating or governing problem records according to ITIL Problem Management best practice.
• ITIL Certified, Foundations v3, Foundations v4, and/or ITIL Intermediate Service Operations
• Proven excellent verbal and written communication skills
• Skilled experience with the ServiceNow cloud computing platform for IT Service Management
• Ability to work rotating shifts and participate in on-call responsibilities for a 24/7/365 healthcare organization

Responsibilities

• Participate in incident on-call rotations, and when on-call, respond and perform ITSM Incident Management responsibilities in alignment with defined response targets.
• Provide rapid response to Optum Care Delivery impacting high-priority P1/P2 major incidents, P2 impact avoid incidents, P3 incidents, and associated reconvenes, by requesting and/or joining War Rooms within a 15-minute response SL
• Utilize available AI tools and defined playbooks to lead and participate in War Rooms, and coordinate with support teams to assemble the necessary internal and third-party vendor resources, to support achievement of incident restoration SLAs and ITSM record documentation in compliance with the Enterprise ITSM Policies, Processes, and Procedures
• Evaluate risk and potential impact for major incident break-fix activities and utilize the Enterprise ITSM Change Enablement/Management process for the required incident/emergency change requests to restore service quickly, minimizing impact
• Create and maintain posts within DocX Incident Collaboration chat channel, and other chat windows as necessary
• Compose and send ITSM Executive Summary communications that accurately and clearly depict updates and status to stakeholders within the defined targets and ensure it is audience appropriate
• Thoroughly and accurately document incident timeline of events
• Participate in the post-incident War Room wrap-up discussions and ensure their outcomes are translated for the appropriate follow-up
• If an existing PRB record is identified, ensure it is linked to the INC record, PRB fields are updated, and PTASK records are created appropriately. If a new PRB record is created, ensure it is assigned to the support group best suited for the root cause analysis (RCA), the PRB fields are updated and PTASK records are created appropriately
• Develop a problem statement, clarifying problem description, and problem objectives for each PRB record that you are governing
• Ensure PTASK records are created, and are assigned to the appropriate support group resources, for each action item that is required to support the PRB record's objectives
• Perform ITSM Problem Management governance for PRB records related Optum Care Delivery impacting problems to achieve designated RCA SLA, solution implementation, and closure targets
• Perform regular follow-up with PRB and PTASK record assignees to ensure that they are documenting the required information within the appropriate fields and are progressing their assigned records through their lifecycle according to the defined SLAs/targets
• Provide ITSM Problem Management policy, process, and procedure guidance to support group resources who are assigned to PRB and PTASK records related to Optum Care Delivery impacting problems
• Schedule and facilitate recurring working sessions for escalated Optum Care Delivery problems to identify potential causes, contributing factors, corrective actions, preventative measures, and improvement opportunities
• Compose and publish problem working sessions recaps to the relevant stakeholders
• Participate in, and capture PRB and PTASK work notes during, Weekly Problem Governance Reviews (WPGRs)
• Review and evaluate your governed PRB records once solutions have been implemented and validated to ensure they're ready for closure
• Upon your governed PRB record's closure, compose and publish problem closure recaps to the relevant stakeholders

Skills

Incident Management

Problem Management

ITIL Foundations

ServiceNow

Tools

ServiceNow

Job description

UnitedHealth Group’s Optum unit in the Philippines seeks an experienced ITSM professional to lead Major Incident and Problem Management. You will coordinate incident response, drive war rooms, and document timelines and communications for executive-level updates.

The role requires ITIL certifications, ServiceNow expertise, and strong stakeholder collaboration to restore services quickly in a 24/7 healthcare setting.