Remote Operation Center Lead

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.

Primary Responsibilities

• Lead and manage a team of Remote operations professionals, providing guidance, support, and mentorship.
• Install, configure, and maintain components of the IT infrastructure, including end user computing devices, basic server troubleshooting’s and mobile devices.
• Provide technical support to end-users regarding software, Applications, VDI, Day to day system issues & break fixes, M365, exchange and outlook issues and network-related issues.
• Troubleshoot and resolve incidents and problems related to M365 & Exchange tools, such as email, collaboration tools, and productivity applications.
• Provide leadership and guidance to the ROC team, ensuring they are motivated and aligned with organizational goals.
• Set clear expectations, delegate tasks, and monitor team performance.
• Oversee the day-to-day operations of the ROC, ensuring smooth functioning and adherence to established processes and protocols.
• Monitor and analyze operational metrics and key performance indicators (KPIs) to assess performance and identify areas for improvement.
• Develop and implement strategies to optimize operational efficiency and effectiveness.
• Coordinate and manage the response to incidents, emergencies, or service disruptions.
• Assess the severity of incidents, prioritize response efforts, and allocate resources accordingly.
• Ensure timely and effective communication with stakeholders and relevant teams.
• Monitor and analyze various systems, networks, and processes to identify potential issues, vulnerabilities, or abnormalities.
• Utilize monitoring tools and technologies to proactively detect and respond to incidents or anomalies.
• Conduct root cause analysis to identify underlying causes of issues and recommend appropriate remediation actions.
• Maintain accurate and up-to-date documentation of incidents, activities, and resolutions.
• Generate regular reports to track performance, identify trends, and provide insights to management and stakeholders.
• Provide training and development opportunities for the ROC team to enhance their skills and knowledge.
• Collaborate with other teams, departments, and stakeholders to ensure effective coordination and resolution of issues.
• Communicate effectively with internal and external stakeholders, providing timely updates on incidents, operations, and performance.
• Identify opportunities for process improvements, automation, and optimization within the ROC.
• Participate in strategic planning and contribute to the development of long-term goals and objectives for the ROC.
• Collaborate with external vendors and service providers to ensure smooth operations and efficient service delivery.
• Manage relationships with stakeholders, including clients, customers, and other teams within the organization.
• Identify potential risks and vulnerabilities within the ROC operations.
• Develop and implement quality assurance processes and procedures to ensure consistent and high-quality service delivery.
• Manage and lead change initiatives within the ROC, ensuring smooth transitions and minimal disruptions to operations.
• Communicate changes effectively to team members and stakeholders, addressing any concerns or resistance.

What skills/attributes are a must have:

• 7+ years of experience in IT infrastructure components such as servers, networks, storage, and virtualization technologies (VMware, Citrix, Azure Virtual Desktops)
• 7+ years of experience in desktop operating systems (e.g., Windows, macOS) and productivity applications (e.g., Microsoft Office, M365, Teams, Outlook).
• 7+ years of experience with hardware and software troubleshooting and problem-solving.
• Familiarity with network protocols, TCP/IP, and basic network troubleshooting.
• Experience with ticketing systems (Service Now)
• Knowledge of IT security best practices and the ability to implement security measures on end-user devices.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Familiarity with ITIL processes and best practices.
• Proactive approach to identifying and resolving technical issues.
• Ability to work independently and in a team environment.
• Willingness to work in shifts, including weekends and holidays if required.
• Relevant certifications such as MCP, Azure Fundamentals or VMware.

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system 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 must 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.

Optum is the health care technology and innovation company of the UnitedHealth Group enterprise along with UnitedHealthcare.

As part of a Fortune 5 enterprise, we are improving the health care experience of over 125 million people around the world. We’re a diverse team with operations across North America, South America, Europe, Asia Pacific and the Middle East. This includes our over 14,000 employees in the Philippines.

Elevate your career with a leading health care company while improving lives. Join us in evolving health care so everyone can have the opportunity to live their healthiest life. This is your opportunity to be part of a team that’s dedicated to Caring. Connecting. Growing together.

Optum is the health care technology and innovation company of the UnitedHealth Group enterprise along with UnitedHealthcare.

As part of a Fortune 5 enterprise, we are improving the health care experience of over 125 million people around the world. We’re a diverse team with operations across North America, South America, Europe, Asia Pacific and the Middle East. This includes our over 14,000 employees in the Philippines.

Elevate your career with a leading health care company while improving lives. Join us in evolving health care so everyone can have the opportunity to live their healthiest life. This is your opportunity to be part of a team that’s dedicated to Caring. Connecting. Growing together.

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