Remote Operation Center Analyst (ROC)

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:

• 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
• Ensure proper functioning of operating systems, applications, and security patches on, EUC and servers
• Collaborate with cross-functional teams to ensure effective communication and coordination during incident management and service requests
• Document all incidents, problems, and resolutions in the ticketing system
• Participate in the planning and implementation of technology upgrades and migrations
• Perform troubleshooting and diagnostic activities to resolve incidents and problems related to IT infrastructure
• Escalate complex issues to L3 support or relevant teams for further investigation and resolution
• Perform routine maintenance tasks including patching, upgrades, and backups as per the organization’s policies and procedures
• Maintain and update knowledge base articles for common issues and resolutions
• Participate in change management activities, including reviewing and approving change requests
• Continuously monitoring the health and performance of the IT infrastructure and proactively identify potential issues
• Provide regular reports on the status of incidents, problems, and changes to the management
• 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

Required Qualifications:

• 4+ years of experience in IT infrastructure operations or a similar role
• 4+ years of solid knowledge of IT infrastructure components such as servers, networks, storage, and virtualization technologies (VMware, Citrix, Azure Virtual Desktops)
• 4+ years of solid knowledge of desktop operating systems (e.g., Windows, macOS) and productivity applications (e.g., Microsoft Office, M365, Teams, Outlook)
• 4+ years of experience with hardware and software troubleshooting and problem-solving
• Experience with ticketing systems (Service Now)
• Familiarity with network protocols, TCP/IP, and basic network troubleshooting
• Knowledge of IT security best practices and the ability to implement security measures on end-user devices.
• Proven 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

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.

Diversity creates a healthier atmosphere: Optum is an Equal Employment Opportunity 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. © 2024 Optum Global Solutions (Philippines) Inc. All rights reserved.