Systems Management Consultant

The Major Incident Manager plays a critical role in the success of the Optum Technology Command Center. This position is responsible for monitoring services, managing high-priority issues, and coordinating with enterprise and vendor technology teams to drive rapid resolution or workarounds. The role involves dynamic responsibilities that shift based on the nature and severity of incidents.

• Incident Monitoring Response
  • Proactively monitor and respond to potential high-priority incidents using AI-driven monitoring tools for early detection
• Impact Analysis Communication
  • Evaluate service and business impact, document findings, and issue timely communications while ensuring stakeholder alignment
• Bridge Call Management
  • Lead war room sessions, coordinate technical troubleshooting, and collaborate with internal teams and external vendors to drive resolution
• Action Planning Execution
  • Define clear action plans with ownership, timelines, and follow-through to achieve workarounds or permanent fixes
• Process Improvement
  • Contribute to continuous improvement of incident management processes and workflows
• Tool Resource Development
  • Maintain and enhance dashboards, automation assets, and tools used for major incident management
• Metrics Reporting
  • Produce periodic reports, including metrics, trend analysis, and executive summaries for leadership review
• Comply with all applicable Company policies, procedures, and business directives, changes including those relating to work location, team assignments, work schedules, and flexible work arrangements

• Bachelor's degree or equivalent work experience
• ITIL Certification
• 7+ years of Major Incident Management / Critical Incident Management experience
• Experience with ServiceNow/ITSM tools (Incident, Change, Problem, CMDB, etc.)
• Solid verbal and written communication skills
• Ability to understand technical discussions during restoration bridges
• Incident Management:
  • Proficient in ITIL processes, major incident lifecycle management, impact analysis, and prioritization
• Leadership Coordination:
  • Skilled in war room management, rapid decision-making, and stakeholder alignment during critical events
• Communication:
  • Solid ability to deliver clear updates, manage crisis communication, prepare executive reports, and document RCA effectively
• Technical Expertise:
  • Solid understanding of IT infrastructure, cloud platforms (AWS, Azure, GCP), API integrations, and AI-driven monitoring automation.

• Solid understanding of enterprise monitoring systems
• Knowledge of infrastructure, cloud technologies, or experience in infrastructure/application support
• Self-starter with sound judgment and independent decision-making ability
• Excellent interpersonal and organizational skills
• Demonstrated customer-centric mindset and passion for customer experience
• Ability to drive results in a fast-paced and challenging environment
• Secondary Skills:
  • Cloud Resilience: Knowledge of multi-region failover strategies and API security/performance optimization
  • AI/ML Applications: Familiarity with predictive maintenance and automated insights using AI/ML tools
  • Data Analysis: Experience with trend analysis and creating dashboards for real-time metrics and operational visibility
  • Soft Skills: Solid in stress management, negotiation, conflict resolution, and demonstrating customer empathy