Description: Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm) Primary Responsibilities:

  • Be curious in order to support and work in highly functional Agile SRE teams
  • Monitor and react to alarms, and incidents, and provide tier 3 triage
  • Use appropriate tools (Splunk, OpsBridge, Dynatrace, Grafana) to trend and analyze incident alarm data to identify opportunities to improve platform stability
  • Understand functionality of a call center telephony platform
  • Ongoing daily support of voice / data activities, operational issues, and key KPIs
  • Engage / support leaders of end users and facilitate resolution of call center technical issues
  • Perform conceptual analysis
  • Demonstrate business and industry knowledge
  • Data analysis to provide recommendations resulting in IT process improvements
  • Analyze problems and perform gap analysis
  • Communication and collaboration between business and IT
  • 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

Requirements:

Required Qualifications:

  • Bachelor's degree from 4-year college or university in Computer Science, Statistics, or Telecommunications Engineering or equivalent work experience
  • 7 or more years of IT experience in a large enterprise environment
  • 5 or more years of experience in call center support positions
  • Prior experience with telephone switch programming on Avaya, Cisco platforms and Genesys platforms
  • Knowledge of / experience with Business Intelligence tools such as Tableau, MicroStrategy, etc.
  • Agile Methodology trained
  • Detail-oriented and execution-oriented
  • Strong meeting facilitation skills

Preferred Qualifications:

  • Experience using ServiceNow
  • Health care insurance background

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 has to 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.(sm)

Diversity creates a healthier atmosphere: Optum is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

Optum is a drug-free workplace. © 2020 Optum Global Solutions (Philippines) Inc. All rights reserved.

Job Keywords: Telecommunication Consultant, Telecommunication, IT, Call Center, Telephone Switch Programming, Avaya, Cisco, Genesys, Business Intelligence, BI, Tableau, MicroStrategy, Agile, Taguig City, NCR, National Capital Region

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