IT Service Manager - Trumbull, CT

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)

Job Responsibilities :

The IT Service Manager is responsible for the day to day health and well-being of online and batch processing applications in the Claims, Financials, EDI exchanges and External facing portal domains. The responsibility includes: day-to-day production support/maintenance, application availability, reliability and stability on a 7X24 by 365 basis and dealing with the normal day to day handling of applications. This position will also be responsible for the hands-on management of 25-30 IT staff. The staff is comprised of on-shore employees, off-shore employees and vendor resources. For both service management and work orders, the Service Manager will be expected to determine the optimum mix of resources (employee, onsite, offshore) and then implement plans that obtain that mix. This role will have full management responsibilities for direct reports and a budget of around 4M. Responsible for budget administration, reviews and evaluation.

Specific responsibilities include:

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  Manage the relationship (relative to Solution Support & Services Department (SSS)) between the business customers (e.g, service expectations) and IT partners for their assigned applications


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  Manage application-specific production support processes.


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  Provide second level application support, coordinating the involvement of business and/or UT development resources in problem resolution as necessary.


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  Develop support skills to minimize dependency on resources from the Application development team.


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  Assist the SSS team with problem triage, categorization (break/fix vs. enhancement), root cause analysis to find a permanent long term fix for production incidents.


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  Work with business partners to ensure appropriate prioritization for scheduled maintenance, including coordination of priorities across applications when required.


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  Coordinate business approval of production migrations (Release Entry Framework).


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  Provide leadership in critical issue resolution during the war room process.


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  Facilitate the hand-off of new release functionality from the development team to the SSS team.


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  Facilitate the gathering of business requirements to support SSS activities as necessary.


• Identify enhancements to improve supportability, operability or performance of applications. Develop supporting business case for suggested enhancements.


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  Collect, analyze and report SLA and SSS metrics data for assigned applications. Take corrective action as warranted and approved.


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  Resolve issues with application-level service performance.


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  Identify, sponsor and implement continuous improvement initiatives within the SSS unit.


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  Manage a staff of direct and indirect resources for their assigned applications and managing established budgets and forecasts. Participate in the budget setting process including justification of planned staffing levels.


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  Optimize the mix of resources to obtain maximum results at the lowest cost


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  Manage the release calendar for all SSS activity (code fixes and work orders)


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  Ensure compliance with all Sarbanes-Oxley and other audit and security requirements


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  Manage the proper level of SSS engagement in development processes on large projects to ensure that new applications/functionality are supportable following transition to SSS

Position will office out of Trumbull, CT.

Requirements:

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  3+ years leading/managing IT Teams with direct supervisory experience.


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  Direct supervisory experience of at least 8+ direct reports.


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  2+ years of IT Production Support experience


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  2+ years developing and support applications in Oracle (preferably with Oracle 10g or higher)


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  1+ year Healthcare experience


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  Strong written and verbal communication skills


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  Strong leadership, management and decision making skills

Assets:

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  Under-graduate degree


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  Healthcare claims experience


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  Budget administration & cost control experience


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  PICK/Universe technology


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  Java


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  WebSphere


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  Oracle Financials


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  HP Service Manager


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  Systems Development Lifecycle (SDLC)


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  Tivoli Workload Scheduler (TWS).


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  Experience managing offshore teams


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  Experience operating successfully in stressful situations. (7X24 365 day/year support responsibilities).


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  Experience managing large-scale PLM (Product Lifecycle Maintenance) initiatives.

What makes your technology career greater with UnitedHealth Group? You'll have the most opportunities to grow and develop. We invest in rich technology resources and talented people to help glean and use intelligence in ways that drive quality and affordability of healthcare for millions of people worldwide. It's your chance to be a transformational force in the industry and within UnitedHealth Group. If you believe there is always a better way, take the next step in exploring your potential with UnitedHealth Group.

Technology Careers with Optum. Information and technology have amazing power to transform the health care industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do your life's best work.SM

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.