Tech Support Analyst

4 weeks ago

Taguig, Philippines Optum Full time

Tech Support Analyst - Optum

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. Join us to start Caring. Connecting. Growing together.

Overview

Join Optum Taguig, National Capital Region, Philippines as a Tech Support Analyst. This role involves provisioning, incident management, outage response, and coordination with vendors and stakeholders to ensure reliable connectivity and service delivery.

Primary Responsibilities
  • Provisioning Tasks - Review and validate employee eligibility for company-paid internet services
  • Coordinate with vendors or internal provisioning teams to initiate service setup
  • Track and manage provisioning requests to ensure timely activation
  • Incident Fulfilment - Monitor and manage incoming incident tickets via the BB Portal and ServiceNow
  • Ensure timely resolution of connectivity issues related to company-paid Internet
  • Troubleshoot and resolve incidents within defined SLAs
  • Escalate complex issues to appropriate support tiers when necessary
  • Outage Management - Detect and respond to system outages or service disruptions
  • Coordinate with ISP vendors to restore services promptly
  • Communicate outage status and updates to stakeholders and affected users
  • Document root cause analysis and contribute to post-incident review
  • BSL Inquiries - Respond to queries from BSLs, EU and managers regarding service status, escalations, or process clarifications
  • Provide updates on ongoing incidents or requests relevant to business operations
  • Facilitate communication between technical teams and business stakeholders
  • Comply with the terms and conditions of the employment contract, company policies and procedures, and any directives (such as transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies regarding 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 on its ability to do so.
Required Qualifications
  • Undergraduate degree or equivalent experience
  • Tech support skills, internet connectivity troubleshooting skills, telecom provisioning knowledge, knowledgeable in ServiceNow, and Excel

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.

Optum is a drug-free workplace. 2025 Optum Global Solutions (Philippines) Inc. All rights reserved.

Additional Information

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