Tech Support Senior Manager - San Juan, PR

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.

Optum Global Advantage (OGA) provides a comprehensive suite of consulting, technology and process solutions thereby augmenting Optum's offerings directed at UnitedHealthcare as well as commercial customers. A key global business partner of our anchor clients Optum and UnitedHealthcare, our offerings and solutions help make health care work better for everyone.

We have a strong global footprint and continue to expand our presence in new geographies by expanding capabilities and leveraging talent pools. Through our delivery network, Optum has access to scalable, high quality talent and infrastructure across the globe.

Our Puerto Rico location with approx. 2,000 employees needs an IT Leader to take over the infrastructure oversight of all technical operations. We need a hands-on professional who enjoys rolling up his or her sleeves and working with the team to achieve goals, bring innovation, stakeholder management, eliminate security risks and increase employee satisfaction from an IT Infrastructure standpoint.

A thought Leader who will be able to provide Customer Leadership, Project and People Management and Leadership support to delivery teams and delegate the responsibilities for effective execution- Plan for growth of the COE. The successful candidate will be a change management expert and extremely knowledgeable about the hierarchical infrastructure of health information care systems. You will be responsible for our entire IT Infrastructure administration and will report directly to the Global IT Leader for international locations. Your operations and system maintenance experience will help our systems grow as we expand.

Primary Responsibilities:

• Efficient Internal and external stakeholder and vendor management. Driving strong relationship with Operations team to drive transparency and stakeholder enablement through technology transformation.

• Focus oriented approach in hardware asset provisioning and L1 / L2 IT Support as top priority for Puerto Rico with magnified lens vision towards improving the IT capabilities and thereby helping the business teams with new age technology solutions.

• Developing and driving transformation that unlocks the full potential of operations, sustained by building institutional capabilities and adding agility.

• Defines multi-year strategy and vision, supported by measurable goals and objectives, for the IT Service Management business capability (people, process, data, technology)

• Lead Global IT in modernizing, streamlining and automating common ITIL processes to increase efficiency, effectiveness and simplicity in how we work.

• Develop/update annual service roadmap/strategy with input from and collaboration with Regions, Infrastructure, Applications as well as the Infrastructure managed service provider.

• Responsible for providing strategic leadership and strategic guidance to large team on process implementation deliverables.

• Accountable for performance management, talent development, succession planning, coaching and engagement.

• Provide strategic leadership in the selection of staff and other employees; determines resource needs, plans for future workforce needs, and independently makes selection decisions within domain area.

• Responsible for aligning overall team resources to execute against medium-long term strategies and meeting defined Global IT objectives.

• Monitor network performance (availability, utilization, throughput, goodput, and latency) and test for weaknesses

• Coordinating with in country finance teams in developing cost saving methodology, and billing procedures for IT Infrastructure services

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• 13+ years of overall IT and business/industry work experience

• 10+ years of experience in managing multiple medium to large production teams, customer / stakeholder management and IT Operations

• Experience in setting up medium to large scale IT Infrastructure sites

• In depth knowledge in On-Prem network infrastructure setup, project management, PLM & Operations

• Experienced in setting up and supporting voice infrastructure suitable for call center support. Good knowledge on call center products like OMNI Genesys, VCC, CISCO, Webex Calling, CISCO Call manager etc.

• Solid background in ITIL or similar process-oriented framework

• People management experience providing leadership across multiple IT disciplines with proven ability to manage a distributed team. Ability to motivate individuals and groups as well as address personnel performance situations

• Experience in managing and collaborating with third party vendors in a global, managed services environment

• Experience in operating within a large, global managed services framework

Preferred Qualifications:

• Preferred areas could be in Cloud (AWS/Azure), Microsoft Technologies, AI/ML domain- Should have in-depth knowledge of current and future technology trends, and the entire eco-system

• Experience managing Network Ops, Cloud environments & VMware, Configuration, Routing Protocols, Firewall Security policies/rules, Information Security Operations etc.

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: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action 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.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.