Senior I O Engineering Analyst

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.

As an Engineer Analyst, you will play a crucial role in supporting our voice platform and ensuring seamless communication for our employees. You will be responsible for managing customer relationships, providing technical support, and collaborating with internal teams to improve processes. Your expertise in telecommunication systems and project management will be essential in delivering high-quality service and maintaining customer satisfaction.

Primary Responsibilities:

• Voice platform support to employees during US daytime Hours 8CST - 4CST
• On-Call support – rotations likely every other month 1 week US daytime hours
• Ownership over customer relationship, Customer outreach
• Responsible for contacting and aligning customers with their future update
• Ensure engagement with admins and testing functionality after implementation
• Persistent communication and follow-up with customers to ensure efficient project close out
• Customer support via our community - answering questions, tracking feedback, and gaining insight from engineers on solutions
• Collaborate with internal business partners to improve and streamline processes
• Communicate with customers and internal departments to process orders/requests, resolve issues, and provide updates on progress
• Operate multiple systems to establish, update, and retrieve customer service data while simultaneously working with customers and/or company employees
• Maintain accurate records of all MACD activities, including provisioning emails, service requests, and system updates
• Identify and resolve issues related to telecommunication services, ensuring minimal disruption to customer operations
• 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 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

Required Qualifications:

• Undergraduate degree or equivalent experience
• Proven ability to lead a team, with solid interpersonal and communication skills
• Experience in managing projects, including planning, execution, and monitoring. Familiarity with project management methodologies and tools (i.e. Swift Kanban, Rally, etc.) 
• Experience in managing projects, including planning, execution, and monitoring. Familiarity with project management methodologies and tools
• Proficiency in supporting and administering telecommunication systems such as Cisco Call Manager, Webex Calling, Microsoft Teams, and other related platforms
• Proven experience in technical support or a related field
• Proven excellent communication and collaboration skills
• Ability to provide clear documentation and training
• Solid analytical and troubleshooting skills to resolve telecommunication issues promptly 
• Proven ability to lead a team, with solid interpersonal and communication skills

Preferred Qualifications:

• Experience with ServiceNow or similar platforms
• Familiarity on the following:
  • VMWare Virtualization Technologies
  • Azure Active Directory, Azure Fundamentals
  • PowerShell
  • Python
  • SIP Trunking and Session Border Controllers

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 Optum Global Solutions (Philippines) Inc. All rights reserved.