major incident manager - service desk Supervisors - taguig city, ncrUnitedHealth Group

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)
Positions in this function provide technical support to the enterprise. This function includes employees working on incident management response and restoration; determination of issue priority, provisioning, and service request fulfillment; installations, upgrades, and releases/deployments; and problem management analysis and resolution. It also includes data center construction, operations, and maintenance employees.
Primary Responsibilities:
Manages the process to restore normal service operation as quickly as possible to minimize the impact to business operations
Point of contact and owner of all high priority Incidents (MI, P1, P2) throughout the incident lifecycle
Chairing tech - bridge with technical teams in order to resolve the issue within the defined SLA
Effective implementation of the Incident Management process
Planning and coordinating all the activities required to perform, monitor, and report on the process
Timely business communications to all stakeholders as per defined communication template
Ensure documentation of troubleshooting steps and service restoration details in tickets
Escalate Incidents at risk of breaching Service Level Agreement as per escalation matrix
Ensure the closure of all resolved, end - user confirmed incidents in ticketing tool
Establish continuous process improvement where the process performance, activities, roles and responsibilities, procedures are reviewed and enhanced where applicable
Provide guidance to the Incident Analyst / Coordinators & technical teams for ITIL Incident Management principles
Ensure review of MI, P1 & P2 incidents post resolution for RCA
Engagement with problem management team for repetitive incidents problem tickets
Ensure proper routing of incident to resolver group. Correction of wrongly routed incidents
Creating daft RCA documents
Developing procedural manuals
Maintaining incident logs and processing incident reports for review with SDM
Deal with backend incident management ticketing team for correcting flow issue / adding new features, etc.
Generally work is self-directed and not prescribed
Works with less structured, more complex issues
Serves as a resource to others
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:
ITIL foundation at least Trained
Incident Management
Preferred Qualification:
Knowledge of problem management, Service desk operations, Major Incident Management, ITIL Certified
Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)
Diversity creates a healthier atmosphere: Optum is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
Optum is a drug-free workplace. © 2021 Optum Global Solutions (Philippines) Inc. All rights reserved.
Job Keywords: Major Incident Manager, Service Desk Supervisors, Tech Support, ITIL, Taguig City, NCR, National Capital Region
UnitedHealth Group

Taguig City, Metro Manila
Permanent
Full-time