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.
The Major Incident Manager plays a critical role in the success of the Optum Technology Command Center. This position is responsible for monitoring services, managing high priority issues, and coordinating with enterprise and vendor technology teams to drive rapid resolution or workarounds. The role involves dynamic responsibilities that shift based on the nature and severity of incidents.
Primary Skills
- Major Incident Management
- Proficient in ITIL processes, major incident lifecycle management, impact analysis, and prioritization
- Leadership & Coordination
- Skilled in war room management, rapid decision making, and stakeholder alignment during critical events
- Communication
- Solid ability to deliver clear updates, manage crisis communication, prepare executive reports, and document RCA effectively
- Technical Expertise
- Solid understanding of IT infrastructure, cloud platforms (AWS, Azure, GCP), API integrations, and AI driven monitoring & automation
Secondary Skills
- Cloud Resilience
- Knowledge of multi region failover strategies and API security/performance optimization
- AI/ML Applications
- Familiarity with predictive maintenance and automated insights using AI/ML tools
- Data Analysis
- Experience with trend analysis and creating dashboards for real-time metrics and operational visibility
- Soft Skills
- Solid in stress management, negotiation, conflict resolution, and demonstrating customer empathy
Primary Responsibilities:
- Incident Monitoring & Response
- Proactively monitor and respond to potential high priority incidents using AI-driven monitoring tools for early detection
- Impact Analysis & Communication
- Evaluate service and business impact, document findings, and issue timely communications while ensuring stakeholder alignment
- Bridge Call Management
- Lead war room sessions, coordinate technical troubleshooting, and collaborate with internal teams and external vendors to drive resolution
- Action Planning & Execution
- Define clear action plans with ownership, timelines, and follow-through to achieve workarounds or permanent fixes
- Process Improvement
- Contribute to continuous improvement of incident management processes and workflows
- Tool & Resource Development
- Maintain and enhance dashboards, automation assets, and tools used for major incident management
- Metrics & Reporting
- Produce periodic reports, including metrics, trend analysis, and executive summaries for leadership review
- 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:
- Bachelor's degree or equivalent work experience
- ITIL Certification
- 9+ years of Major Incident Management / Critical Incident Management experience
- Experience with ServiceNow/ITSM tools (Incident, Change, Problem, CMDB, etc.)
- Proven solid verbal and written communication skills
- Proven ability to understand technical discussions during restoration bridges
- Ability to work 24*7 , Night shift --3 PM to 12:30 AM OR 9 PM to 6:30 AM
Preferred Qualifications:
- Solid understanding of enterprise monitoring systems
- Knowledge of infrastructure, cloud technologies, or experience in infrastructure/application support
- Proven to be a self-starter with sound judgment and independent decision making ability
- Proven excellent interpersonal and organizational skills
- Demonstrated customer centric mindset and passion for customer experience
- Demonstrated ability to drive results in a fast paced and challenging environment
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.