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UnitedHealth Group

Remote Operation Center Lead (ROC)

San Pedro, Philippines

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:

  • Lead and manage a team of Remote operations professionals, providing guidance, support, and mentorship
  • 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
  • Provide leadership and guidance to the ROC team, ensuring they are motivated and aligned with organizational goals
  • Set clear expectations, delegate tasks, and monitor team performance
  • Oversee the day-to-day operations of the ROC, ensuring smooth functioning and adherence to established processes and protocols.
  • Monitor and analyze operational metrics and key performance indicators (KPIs) to assess performance and identify areas for improvement
  • Develop and implement strategies to optimize operational efficiency and effectiveness
  • Coordinate and manage the response to incidents, emergencies, or service disruptions
  • Assess the severity of incidents, prioritize response efforts, and allocate resources accordingly
  • Ensure timely and effective communication with stakeholders and relevant teams
  • Monitor and analyze various systems, networks, and processes to identify potential issues, vulnerabilities, or abnormalities
  • Utilize monitoring tools and technologies to proactively detect and respond to incidents or anomalies
  • Conduct root cause analysis to identify underlying causes of issues and recommend appropriate remediation actions
  • Maintain accurate and up-to-date documentation of incidents, activities, and resolutions
  • Generate regular reports to track performance, identify trends, and provide insights to management and stakeholders
  • Provide training and development opportunities for the ROC team to enhance their skills and knowledge
  • Collaborate with other teams, departments, and stakeholders to ensure effective coordination and resolution of issues
  • Communicate effectively with internal and external stakeholders, providing timely updates on incidents, operations, and performance
  • Identify opportunities for process improvements, automation, and optimization within the ROC
  • Participate in strategic planning and contribute to the development of long-term goals and objectives for the ROC
  • Collaborate with external vendors and service providers to ensure smooth operations and efficient service delivery
  • Manage relationships with stakeholders, including clients, customers, and other teams within the organization
  • Identify potential risks and vulnerabilities within the ROC operations
  • Develop and implement quality assurance processes and procedures to ensure consistent and high-quality service delivery
  • Manage and lead change initiatives within the ROC, ensuring smooth transitions and minimal disruptions to operations
  • Communicate changes effectively to team members and stakeholders, addressing any concerns or resistance
  • 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

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Required Qualifications:

  • 7+ years of experience in IT infrastructure components such as servers, networks, storage, and virtualization technologies (VMware, Citrix, Azure Virtual Desktops)
  • 7+ years of experience in desktop operating systems (e.g., Windows, macOS) and productivity applications (e.g., Microsoft Office, M365, Teams, Outlook)
  • 7+ years of experience with hardware and software troubleshooting and problem-solving
  • Familiarity with network protocols, TCP/IP, and basic network troubleshooting
  • Experience with ticketing systems (Service Now)
  • 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.

Client-provided location(s): Alabang, Muntinlupa, Metro Manila, Philippines
Job ID: UHG-2211225
Employment Type: Full Time

Perks and Benefits

  • Health and Wellness

    • HSA
    • On-Site Gym
    • HSA With Employer Contribution
    • Health Insurance
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • Short-Term Disability
    • Long-Term Disability
    • FSA
  • Parental Benefits

    • Non-Birth Parent or Paternity Leave
    • Birth Parent or Maternity Leave
  • Work Flexibility

    • Remote Work Opportunities
  • Office Life and Perks

    • Commuter Benefits Program
  • Vacation and Time Off

    • Leave of Absence
    • Personal/Sick Days
    • Paid Holidays
    • Paid Vacation
  • Financial and Retirement

    • Relocation Assistance
    • Performance Bonus
    • Stock Purchase Program
    • 401(K) With Company Matching
    • 401(K)
  • Professional Development

    • Promote From Within
    • Shadowing Opportunities
    • Access to Online Courses
    • Tuition Reimbursement
  • Diversity and Inclusion

    • Diversity, Equity, and Inclusion Program

Company Videos

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