Tech Support Consultant

Optum Philippines; Muntinlupa; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Optum Philippines is seeking an ITSM professional to lead Major Incident Management and Problem Management activities within a global health care setting. You will coordinate War Rooms, liaise with support teams and vendors, and ensure rapid restoration of services under defined SLAs.

The role demands ITIL certification and strong communication skills in a 24/7 environment. It requires 4+ years in incident response, 2+ years in problem governance, and proficiency with ServiceNow ITSM.

Qualifications

• ITIL certified (Foundations v3/v4) with Incident Management expertise.
• 4+ years coordinating Major Incident response per ITIL best practices.
• 2+ years coordinating/governing problem records.
• Proficient with ServiceNow ITSM platform.
• Excellent verbal and written communication; able to work 24/7 shifts.

Responsibilities

• Lead and participate in War Rooms to restore services within SLA.
• Coordinate with support teams and third-party vendors to assemble resources.
• Evaluate risk and manage change requests to restore service quickly.
• Document incident timelines and publish ITSM updates for stakeholders.
• Govern ITSM problem management; ensure RCA closure and proper records.

Skills

Excellent verbal and written comms

Critical thinking

Interpersonal skills

Team collaboration

Education

ITIL Foundations v3/v4 Certification

Tools

ServiceNow

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.

Primary Responsibilities

• Major Incident Management
  • Provides 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 SLA
  • Utilizes available AI tools and defined playbooks to lead and participate in War Rooms, and coordinates 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
  • Evaluates risk and potential impact for major incident break-fix activities and utilizes the Enterprise ITSM Change Enablement/Management process for the required incident/emergency change requests to restore service quickly, minimizing impact
  • Creates and maintains posts within DocX Incident Collaboration chat channel, and other chat windows as necessary
  • Composes and sends ITSM Executive Summary communications that accurately and clearly depict updates and status to stakeholders within the defined targets and ensure it is audience appropriate
  • Historically documents incident timeline of events
  • Participates in the post-incident War Room wrap-up discussions and ensures their outcomes are translated for the appropriate follow-up. If an existing PRB record is identified, ensures it is linked to the INC record, PRB fields are updated, and PTASK records are created appropriately. If a new PRB record is created, ensures 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
• Problem Management
  • Develops a problem statement, clarifying problem description, and problem objectives for each PRB record that you are governing
  • Ensures 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
  • Performs ITSM Problem Management governance for PRB records related Optum Care Delivery impacting problems to achieve designated RCA SLA, solution implementation, and closure targets
  • Performs 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
  • Provides 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
  • Schedules and facilitates recurring working sessions for escalated Optum Care Delivery problems to identify potential causes, contributing factors, corrective actions, preventative measures, and improvement opportunities
  • Composes and publishes problem working sessions recaps to the relevant stakeholders
  • Participates in, and captures PRB and PTASK work notes during, Weekly Problem Governance Reviews (WPGRs)
  • Reviews and evaluates 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, composes and publishes problem closure recaps to the relevant stakeholders
  • Complies 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 regard 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
• Other General Responsibilities
  • Demonstrates a growth mindset and performs continuous learning, support and foster policy, process, and procedure improvements
  • Obtains and maintains knowledge of the company provided tools and resources available to assist with managing incidents, problems, and problem tasks
  • Participates in coaching loop assessments (CLAs), and makes ITSM record corrections, as necessary
  • Periodically reviews the Enterprise ITSM policies, processes, and procedures to refresh knowledge
  • Creates or updates DocX OSS team documentation when necessary and provides instruction and/or feedback to team resources and leaders when needed. Complete mandated company training prior to assigned deadlines. Performs other ITSM related duties as assigned. Provides support to other IT Service Management responsibilities as needed to ensure adequate resource coverage and effective service delivery

Required Qualifications

• ITIL Certified, Foundations v3, Foundations v4, and/or ITIL Intermediate Service Operations
• 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
• Skilled experience with the ServiceNow cloud computing platform for IT Service Management
• Proven excellent verbal and written communication skills
• Ability to work rotating shifts and participate in on-call responsibilities for a 24/7/365 healthcare organization

Soft Skills

• Critical thinking and problem-solving skills that demonstrate the ability to handle difficult or unexpected situations. Including the ability to determine and define the problem, generate alternate solutions or workarounds, evaluate, and document the solution, implement, and validate
• Exhibit solid interpersonal skills, foster team, and cross-functional collaboration with other teams to resolve major incidents quickly and effectively
• Solid verbal and written communications skills to clearly and accurately communicate technical issues and related activities that are audience-appropriate for IT, business, and end-users
• Demonstrate a competent ability to provide immediate support in a demanding role, commanding and controlling major incident activities maintaining a calm demeanor, and focused engagement
• Detailed oriented, organized, and able to effectively prioritize work in a fast-paced, reactive role

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.