Global Service Recovery Specialist

2 weeks ago

Hyderabad, Telangana, India UnitedHealth Group Full time

About the Role:

We are seeking a highly skilled Global Service Recovery Specialist to join our team. As a key member of our technology command center, you will be responsible for monitoring services, managing high-priority issues with engaging enterprise and vendor technology teams to drive to resolution or workaround.

This role involves coordinating processes and activities focused on restoring service after an incident occurs. You will monitor environment health, facilitate high-severity incidents to improve service availability and continuity, and operate and monitor computer and peripheral equipment.

As a Global Service Recovery Specialist, you will document all problems (hardware, application, facility, etc.) and take corrective action as required. You will also understand interactions between systems, applications, and services hosted, and evaluate the impact of changes and additions.

Key Responsibilities:

  • Monitor and respond to events leading to high-priority incidents
  • Analyze service/business impacts, document, and leverage technology to issue all communications and provide stakeholder management
  • Manage bridge calls and facilitate technical troubleshooting efforts with engaging additional technical support as needed, including vendor support to drive to resolution as quickly as possible
  • Forming action plans with roles and deadlines and ensuring these are completed
  • Resolving outages via workaround or permanent fix
  • Supporting and nurturing process improvements
  • Continually maintaining and developing tools and resources to manage major incidents effectively
  • Providing periodic major incident metrics reports, as needed
  • Comfortable in a 24/7 environment and rotational shifts

Requirements:

  • Bachelor's degree or equivalent work experience
  • ITIL Certified
  • 9+ years of Major Incident Management experience to facilitate P1 & P2 service restoration efforts with support personnel
  • 7+ years of Major Incident Management/Critical Incident Management experience
  • Experience and knowledge with ServiceNow/ITSM tools and relation to processes (Incident, Change, Problem, CMDB, etc.)
  • Knowledge of monitoring tools
  • Good understanding of Infrastructure or experience in Infrastructure/application
  • Proven solid communication skills (written and verbal)
  • Proven ability to comprehend Technology-related discussion on a restoration bridge

Compensation:

The estimated salary for this role is $120,000 per year, plus benefits and performance-based bonuses.

About UnitedHealth Group:

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.

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