Software Engineer - Site Reliability Engineer

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:

• Subject Matter Expertise: Act as a technical resource to others to resolve problems, issues, errors, queries, and reports as relating to ITSM / ITIL based processes
• Follow and support defined ITIL based processes including Incident, Problem, and Change Management process and workflows
• Assist Problem Management -
• Assist Incident Management by attending war rooms when paged for incident response
• Analyze and drive Problem ticket process including root cause analysis
• Ensure that sufficient information is available with each problem ticket to proceed with the analysis and resolution
• Ensure all problem records are managed to agreed Operating and Service Level agreements
• Ensure all problem record records maintain quality
• Maintaining the operational efficiency of an organization's IT infrastructure
• Advanced Support: Address and resolve issues escalated from the L1.5 team
• Incident Management: Manage incidents that require more in-depth technical knowledge, including detailed troubleshooting and analysis
• Monitoring Systems: Continuously monitor the performance of IT systems and applications, ensuring that any potential issues are identified and addressed proactively
• Problem Resolution: Implement solutions to complex problems after diagnosing them, which may involve system repairs, software updates, or configuration changes
• Documentation: Maintain detailed documentation of all incidents, including the steps taken to resolve them. This can help in resolving future issues and contributes to the knowledge base
• Automation :Create custom solutions, scripts, or code patches to address unique issues or to automate repetitive tasks
• Change Implementation: Plan and execute complex changes to the IT infrastructure, ensuring minimal disruption to services
• Monitor the applications
• Solve common business problems through code and automation
• Review project deliverables for completeness, quality, and compliance with established industry/ project standards
• Participate as a key member of the AMS team
• Miscellaneous duties to support the AMS on Call duties
• Manage client's Continuous improvement activities as part of key initiatives
• Prioritize and work on tickets that are opened by various groups that relate to serveretwork\storage issues
• Provide level 2 support, including escalated support for problems and issues
• Maintain highly available systems in support of contractual SLA's
• Develop and maintain automation for server and application build, test and deploy
• Configure and deploy monitoring tools and scripts for systems and applications
• Remediation of all identified security risk within required compliance timeframes
• Administration of users - onboarding and terminating user access, managing user privileges and authentication
• Provide effective communication of projects and tasks to the Operations team and request stakeholders
• 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

• Undergraduate degree or equivalent experience
• 3+ years of ITSM Management Incident and Service Request
• 3+ years of experience in L2 /L3 Operations support
• Experience in operations support for any application
• ServiceNow experience
• Experience with automation and scripting languages (e.g., Python, Bash, PowerShell)
• Experience implementing comprehensive monitoring for services to detect anomalies and trigger timely alerts
• Experience in Agile and Scrum methodology and hands-on experience
• Exposure to Cloud technology
• Exposure in metric analysis, reporting & root cause analysis
• Knowledge of any scripting or programming language
• Knowledge of incident management and root cause analysis (RCA) processes
• Solid knowledge of ITSM, ITIL foundations and processes
• Solid knowledge of Microsoft applications (Excel, Word and PowerPoint)
• Solid technical knowledge of IT systems, networks, and applications
• Solid understanding of: continuous integration / continuous delivery tools, serverless architecture, containerization, public / private cloud, application observability and/or messaging / stream architecture
• Technical writing skills (creating flow diagrams, end user documentation, etc)
• Proven solid analytical skills
• Proven ability to communicate effectively to both technical and non-technical, globally distributed audiences
• Proven ability to understand technical terminology and ability to quickly learn and understand technical information
• Proven ability to understand technical terminology and ability to quickly learn and understand technical information