Senior Software Engineer - Support

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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

Primary Responsibilities:

• Platform & Environment Support:
  • Support and maintain AEM environments (Author, Publish, Dispatcher, CDN) across Dev, QA, Stage, and Production. Monitor system health, logs, and alerts to ensure availability, stability, and performance
  • Perform incident, problem, and change management aligned with ITIL practices
  • Provide L2/L3 production support, including on call rotations
• Incident & Issue Management:
  • Diagnose and resolve AEM issues such as: Publishing and replication failures, Dispatcher cache and invalidation issues, Conduct root cause analysis (RCA) and implement preventive measures, Coordinate issue resolution with development teams, infrastructure, and Adobe support
• Deployment & Release Support:
  • Support code, configuration, and content deployments using CI/CD pipelines. Validate releases through smoke testing and operational verification. Support rollback and recovery procedures when required. Ensure operational readiness for new features and platform changes
• Monitoring, Performance & Reliability:
  • Monitor AEM using tools such as Splunk, or similar. Assist with OSGi configuration optimization, and cache strategies
  • Track SLAs, availability metrics, and operational KPIs, Support capacity planning and scaling activities
• Security, Access & Compliance:
  • Manage users, groups, roles, and permissions. Support SSL certificate renewals, patching, and vulnerability remediation. Ensure operational compliance with organizational security and governance standards
• Content & Author Support:
  • Provide operational support to content authors for: Publishing and workflow issues. DAM and asset management problems. Permissions and access concerns
• AI Feature Enablement & Support:
  • Enable, configure, and support vendor provided AI capabilities related to AEM and adjacent platforms (e.g., Adobe Sensei, GenAI driven content tools, AI assisted DAM features) Support AI enabled features across environments, ensuring stability and compliance. Act as the operations point of contact for AI related incidents and issues. Support configuration and deployment of AI services, APIs, or extensions
• Serve as a liaison between authors, development, and platform teams
• 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

• Fulltime graduation degree or equivalent experience
• Solid AEM operational and troubleshooting expertise. 3+ years of experience supporting Adobe Experience Manager (AEM) in a production environment AEM Sites, Assets, and Forms (Author / Publish) Dispatcher and caching layers
• Hands on experience providing L2/L3 operations or production support for enterprise platforms
• Experience supporting CI/CD pipelines, deployments, and release coordination
• Experience supporting AI enabled enterprise platforms
• Understanding of AI feature lifecycles from enablement to production support
• Solid understanding of AEM architecture and deployment models (On Prem, AMS, or AEM as a Cloud Service)
• Familiarity with DevOps, and Agile operating models
• Vendor collaboration and technical coordination skills