Senior Systems Management Analyst

Optum, a UnitedHealth Group Company; Makati; On-site; PHP 420,000 - 660,000; Full time

Benefits offered by this job

Drug-free workplace

Job summary

Optum in Makati, Philippines seeks an IT Support professional to monitor and operate computer systems, troubleshoot Windows environments, and manage high-severity incidents affecting patient care. You will serve as primary customer contact, scope issues, document incidents, and maintain service continuity.

The role requires undergraduate education or equivalent, experience with Windows Server 2016/2019, TCP/IP, and Active Directory, plus strong communication and customer service skills.

Qualifications

• Undergraduate degree or equivalent experience.
• Experience or knowledge in Windows Server 2016, Windows Server 2019.
• Experience or knowledge in TCP/IP troubleshooting.
• Proven ability to troubleshoot Windows Active Directory.
• Proven excellent Communication and Customer Service Skills.

Responsibilities

• Responding to time sensitive support calls that can affect patient care
• Scope and troubleshoot reported issues in Software and O/S as well as identify potential infrastructure issues
• Be primary point of contact for customers on reported cases and collaborate and engage other teams as needed to drive cases to resolution
• Document in detail all reported incidents and scope issues accurately, collecting all necessary information and logs
• Manage ticket backlog of about 20-30 cases
• Analyzes and investigates
• Provides explanations and interpretations within area of expertise
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives.

Skills

Windows Server

TCP/IP troubleshooting

Active Directory

Communication skills

Education

Undergraduate degree or equivalent experience

Job description

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.

Positions in this function include those who monitor and operate computer and peripheral equipment: review, analyze, and modify programming systems including encoding, testing, debugging and installing for large-scale computer systems. Evaluate system specifications, input/output processes, and working parameters for hardware/software compatibility. Provide expertise in software systems programming, operating software applications, consulting on complex projects/existing applications, timely completion of scheduled jobs, and overall operating systems. Also includes overseeing environments\' health and facilitation of high severity incidents to improve the state of service availability and continuity. Develop processes and activities that focus on restoring service after an incident occurs. Document all hardware, application, facility, etc. problems and take corrective action as required.

Primary Responsibilities:

• Responding to time sensitive support calls that can affect patient care
• Scope and troubleshoot reported issues in Software and O/S as well as identify potential infrastructure issues
• Be primary point of contact for customers on reported cases and collaborate and engage other teams as needed to drive cases to resolution
• Document in detail all reported incidents and scope issues accurately, collecting all necessary information and logs
• Manage ticket backlog of about 20-30 cases
• Analyzes and investigates
• Provides explanations and interpretations within area of expertise
• 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:

• Undergraduate degree or equivalent experience
• Experience or knowledge in Windows Server 2016, Windows Server 2019
• Experience or knowledge in TCP/IP troubleshooting
• Proven ability to troubleshoot Windows Active Directory
• Proven excellent Communication and Customer Service Skills

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.

We are a drug-free workplace.