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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

The CEC is an operational SME with a solid focus and understanding of problem, incident, change management and configuration standards. They have a dotted line relationship with engineering leaders and their respective group of SLOs. CECs are assigned to a Line of Business and all digital properties used by the LOB’s members are in scope.

Primary Responsibilities:

• Participate in warrooms and incident calls with a focus on Identified/Update/Resolved communications via templates and adhere to new communication channel processes
• Prepare for and run daily Consumer Performance Call
• Perform special projects in support of consumer experience
• Act as coach/audit for SLOs ensuring all application standards are being followed
• Assist with issue triage by coordinating across applications when necessary (on escalation basis only)
• Respond to alerts/probes by investigation and opening tickets (actual application monitoring, including supply chain, is responsibility of engineering team)
• Ability to craft observability data into actionable reporting narratives reflecting clear business outcomes
• Provide input/feedback on CAB requests as needed
• Mentor, implement operational standards, and establish critical metrics and reporting that maintain and build maturity with the SLO role and their respective engineering scrum teams
• Release validations
• Respond to alerts/probes by investigation and opening tickets
• Make recommendations to improve monitoring
• Attend warrooms as needed and share updates with CEC
• Provide reporting and other metrics as needed for reporting purposes or for troubleshooting purposes
• 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 or Master’s degree in computer science, information technology, information science, or in a related computer disciplines
• Certifications from recognized institutions also increases job prospects
• 8+ years of experience in an information technology field
• Experience working in Monitoring tools Datadog/DTSass/NewRelic
• Solid experience on log aggregator like splunk
• Solid experience on Gafana
• Experience in any of the scripting language
• Basic understanding on AWS infrastructure
• Computer Skills: They are skilled in operating, installing, and troubleshooting computer systems and network to ensure efficient IT operations
• Technical skills – Should have extensive training on computer software and hardware, including servers and systems, to successfully lead IT departments
• Management Skills: Proven ability to coordinate the operations of an organization’s IT, product and Engineering service unit to achieve set objectives
• Analytical Skills: Proven ability to carry out tests to identify performance leaks in an IT structure
• Team leadership – because they direct and collaborate with Engineering and Product teams, they should be able to effectively manage IT personnel and set department priorities
• Process enhancement – in this role, they should be able to develop and implement policies and procedures for the for the engineering teams, so some familiarity with assessing and improving processes is vital
• Communication skills – Proven solid written and verbal communicators, able to communicate with team members, management personnel, and end users throughout the organization
• Problem-solving skills – this role also requires excellent problem-solving skills, especially when it comes to directly addressing user issues with software, hardware, and servers

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.