Join Optum, a global health services and technology leader dedicated to improving lives through innovative care solutions. Our culture fosters inclusion, collaboration, and continuous growth. As a Major Incident Manager, you will be instrumental in ensuring service continuity and rapid resolution of critical incidents, directly impacting our mission to advance health optimization worldwide.

This role is crucial for the Optum Technology Command Center, focusing on proactive service monitoring, high-priority issue management, and coordinating efforts across enterprise and vendor teams. Your dynamic contributions will be key to resolving complex technical challenges and minimizing business impact.

Proactively monitor services for potential high-priority incidents using advanced AI-driven tools to ensure early detection. Conduct thorough impact analysis, documenting findings and communicating critical updates to stakeholders to ensure alignment.

Lead "war room" sessions, coordinating technical troubleshooting and collaborating with internal and external teams for swift resolution. Develop clear action plans with defined ownership and timelines to achieve workarounds or permanent fixes.

Contribute to the continuous enhancement of incident management processes and workflows. Maintain and improve dashboards, automation tools, and resources used for major incident management. Produce regular reports, including metrics, trend analysis, and executive summaries for leadership review.

A Bachelor's degree or equivalent work experience is required, along with an ITIL Certification. This role demands at least 7 years of experience in Major Incident Management or Critical Incident Management.

Proficiency with ServiceNow/ITSM tools is essential, encompassing Incident, Change, Problem, and CMDB management. Strong verbal and written communication skills are necessary, as is the ability to engage in technical discussions during restoration bridges.

Key competencies include expertise in ITIL processes, major incident lifecycle, impact analysis, and prioritization. Leadership and coordination skills are vital for war room management, rapid decision-making, and stakeholder alignment during critical events. A solid understanding of IT infrastructure, cloud platforms (AWS, Azure, GCP), API integrations, and AI-driven monitoring and automation is expected.