Sr. IO Engineering Analyst

2 days ago

Manila, National Capital Region, Philippines Optum, a UnitedHealth Group Company Full time ₱30,000 - ₱60,000 per year

Job 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.

Job Qualifications

  • Undergraduate degree or equivalent experience.
  • Proven ability to lead a team, with strong 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.)
  • 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.
  • Excellent communication and collaboration skills.
  • Ability to provide clear documentation and training.
  • Experience with ServiceNow or similar platforms is a plus.
  • Strong analytical and troubleshooting skills to resolve telecommunication issues promptly.
  • Proven ability to lead a team, with strong interpersonal and communication skills.
  • Experience in managing projects, including planning, execution, and monitoring. Familiarity with project management methodologies and tools

Familiarity on the following is a plus:

  • VMWare Virtualization Technologies
  • Azure Active Directory, Azure Fundamentals
  • PowerShell
  • Python
  • SIP Trunking and Session Border Controllers

What We Offer:

  • Competitive Total Rewards Package
  • Retirement Plan
  • HMO Coverage from Day 1
  • Dental, Medical, and Optical Reimbursements
  • Life and Disability Insurance
  • Paid Time-Off Benefits
  • Sick Leave Conversion
  • Tuition Fee Reimbursement
  • Employee Assistance Program (EAP)
  • Annual Performance-Based Merit Increases
  • Employee Recognition Programs
  • Training and Staff Development Opportunities
  • Employee Referral Program
  • Volunteerism Opportunities
  • All Mandatory Statutory Benefits

Who We Are:

  • Optum is the health care technology and innovation arm of UnitedHealth Group, working alongside UnitedHealthcare.
  • As part of a Fortune 5 enterprise, we are committed to helping people live healthier lives and making the health system work better for everyone.
  • With operations across North America, South America, Europe, Asia Pacific, and the Middle East—including over 25,000 employees in the Philippines—we are a global leader in health solutions and care delivery.

Join us and be part of a team that's Caring. Connecting. Growing together.

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