Senior Situation Manager - IT (Telecommuter)

The Situation Manager is a senior member of the Opum360 Professional Services organization and reports directly to the Vice President of Optum360 Support Services.  This individual will have management responsibility for establishing and maintaining an effective client support process for high severity incidents and issues.

In addition, responsibilities will include the identifying process improvement opportunities and leading program/project initiatives to resolve identified deficiencies.

Positions in this function coordinate the processes and activities that focus on restoring service after an incident occurs.  Monitors environment health and the facilitation of high severity incidents to improve the state of service availability and continuity.  This function also includes those who operate and monitor computer and peripheral equipment.  Coordinates the efforts of all functions to complete scheduled jobs in a timely manner.  Documents all problems (hardware, application, facility, etc.) and takes corrective action as required. Interfaces with other departments as required.

Essential Duties and Responsibilities: 

- Manage an initial team of 2 other Situation Managers (individual contributors)

- Lead troubleshooting coordination on high priority incidents to drive issues to the fastest possible resolution
- Be accountable for successful Incident Management
- Deliver effective, quality incident management to ensure optimal availability or services and technology
- Ensure the day to day technical operations meet SLAs and issues are proactively addressed
- Work closely with peers across the organization to provide work class services to our clients
- Ensure incidents are progressing and driving to resolution
- Identify trends and issue and drive them to resolution
- Act as a liaison between business units as required/assigned
- Establish and maintain an effective communication system and maintain good relationships between all functional business departments
- Develop process-oriented service improvement initiatives including all deliverables of end-to-end business processes. Deliverables may include, but are not limited to, documenting business requirements, process workflows, and technical details
- Develop project plans and timeframes for process changes in order to support company objectives
- Identify/clarify system, workflow and process needs with stakeholders to understand the purpose of requested  process implementations and enhancements
- Identity system and process enhancements that will improve business processes and support future business needs
Communicate process changes, enhancements, and modifications – verbally or through written documentation – to management, peers, staff and other employees so that issues and solutions are understood.
- Learn new technologies and systems to advance knowledge of operations and process improvements, consulting SMEs or utilizing external training as needed
- Lead and facilitate meetings with project teams, including end users, senior management and other department team members
- Assist in preparation of weekly and monthly reporting as required
- Lead larger incident improvement initiatives for the support services organization.
- Leads improvements for monitoring, alerting and response for all O360 products.
- Provides Technical Account Management for larger strategic customers.

Minimum Requirements: 

- Bachelor's degree or equivalent work experience
- At least 5 - 7 years industry experience in leadership roles
- Excellent communication and interpersonal skills
- Demonstrated knowledge of SaaS
- Fundemental knowledge of Data Center infrastructure design and processes
- Demonstrated ability with documenting methodologies and best practices, driving requirements gathering, new process

development, process re-engineering and new system implementations
- Ability to formulate strategies and plans to support objectives
- Strong analytical skills regarding technical and project management issues
- Strong organizational skills with an ability to manage competing client demands
- Ability to interact and communicate with executive level personnel and navigate customer organizations to ensure -

successful project delivery and acceptance
- Must be able to function with a high degree of independence and considerable discretion.
- Must be able to act independently as a representative for executive management and leadership team

Assets

- Healthcare domain experience preferred.
- PMP preferred
- Knowledge of HL7 preferred.

Diversity creates a healthier atmosphere: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.