Technical Support Consultant - Major Incident & Problem Coordinator

Responsibilities

• Provide rapid response to high-priority major incidents, coordinating war rooms to facilitate immediate remediation within SLA targets.
• Coordinate with support teams and third-party vendors to drive service restoration and ensure complete ITSM documentation.
• Perform problem management governance by establishing problem statements, managing records, and tracking action items to resolution.
• Drive root-cause analysis (RCA) and implement long-term corrective actions to prevent incident recurrence.
• Compose and distribute timely executive summary communications to keep technical and business stakeholders informed.
• Document precise incident timelines and manage status updates across enterprise collaboration channels.
• Participate in rotating on-call schedules to ensure 24/7/365 operational coverage.
• Utilize enterprise-approved AI tools to streamline workflows and automate tasks.

Requirements

• 2+ years of experience coordinating major incident response and service restoration within an ITIL framework.
• 2+ years of experience governing problem records, driving root-cause analysis (RCA), and managing action items.
• 1+ years of experience working with enterprise IT Service Management (ITSM) platforms (e.g., ServiceNow).
• Proven ability to coordinate multi-disciplinary teams under high-pressure scenarios.
• Strong written and verbal communication skills with the ability to translate technical issues for non-technical stakeholders.
• Ability to work rotating shifts and participate in on-call rotations.

Preferred Qualifications

• ITIL Certification (Foundations v3/v4 or Intermediate Service Operations).
• Hands-on experience utilizing the ServiceNow cloud computing platform.
• Experience leveraging enterprise AI tools or virtual assistants to improve process efficiency.
• Experience working in a healthcare IT or clinical systems support environment.

Benefits

• Comprehensive health plans and wellness coverage.
• Financial benefits including retirement planning support.
• Emotional and mental health resources and resilience tools.
• Professional development and career growth opportunities.

About the Company

Optum is a global organization that delivers care, aided by technology, to help millions of people live healthier lives. We connect people with the care, pharmacy benefits, data, and resources they need to feel their best through a culture guided by inclusion and innovation.