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UnitedHealth Group Senior Manager, Platform Operations - Eden Prairie, MN in Eden Prairie, Minnesota

Combine two of the fastest-growing fields on the planet with culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that’s improving the lives of millions. Here, innovation isn’t about another gadget, it’s about making health care data available wherever and whenever people need it, safely and reliable. There’s no room for error. Join us and start doing your life’s best work. (sm)

Primary Responsibilities:

  • Responsible for the end user experience, by leading support for End User Collaboration products family that includes Enterprise Email (M365/Exchange online) and Mobile (VMWare Workspace One)

  • Provides direction and guidance for operations, administration and establish operational objectives for the global teams

  • Build capabilities to monitor incidents, service requests, change request and problem tickets to drive SLA’s to mitigate the impact to the end user

  • Communicates high-priority incidents, operating issues, incident/change summaries, and focused service reviews to the teams to prioritize workstreams

  • Partner with engineering / product management groups and represent operations to influence capability prioritization process with reliability challenges and operational investments

  • Initiates continuous improvement objectives to mature service levels and other performance requirements for the services within the assigned portfolio

  • Monitor and assess end-to-end performance on services by understanding all infrastructure components within the service supply chain for both on-prem and off-prem components

  • Augment the Reliability Engineering strategy by identifying and nurturing the right talent to succeed in these exciting and challenging roles

  • Identify areas of business risk and process improvement: Disaster Recovery, Business Continuity Plan (BCP), Product Life Cycle Management (PLM) and audit (Internal and external)

  • Lead cross-functional reliability events: application deep dives, Peak Season capacity management and audits

  • Drive best practices into software engineering including but not limited to agile, automation, quality and process improvements

  • Bring reliability investment ideas to be included in the technology roadmap such as PLM

  • Share end user collaboration related strategy to team and other stakeholders such as product management

  • Modernize operations by developing strategy to predict/prevent user issues, understand user experience and automate majority of the manual operation task

  • Establish partnership with product vendors and hold them accountable for quality and service levels

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:

  • 5+ years of professional experience in leading teams supporting enterprise infrastructure for mid to large size enterprise.

  • 5+ years of supervisory & management experience, preferably large teams with a global presence

  • Demonstrated ability to manage remote teams, fostering high collaboration between all team members in establishing a single, cohesive culture

  • Knowledge of ITIL frame works for Service Delivery & service support processes; Thorough understanding of ITIL-best practices & trends

  • Results oriented with a high level of emotional intelligence, strong communication and interpersonal skills, outstanding collaboration, strong influence and consensus building

  • Exposure to application monitoring tools like Dynatrace, Splunk, SiteScope, Grafana etc

  • Ability to establish effective working relationships with leadership and key business partners to drive a change agenda

  • Demonstrated experience in communicating high-priority incidents, operating issues, incident/change summaries, and experience in managing vendors with services hosted on-prem and cloud

  • Demonstrated experience in building capabilities to capture operational metrics to drive performance

  • You will be asked to perform this role in an office setting, however, may be required to work from home temporarily due to space limitations.

  • Employees are required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener prior to entering the work site each day, in order to keep our work sites safe. Employees must comply with any state and local masking orders. In addition, when in a UnitedHealth Group building, employees are expected to wear a mask in areas where physical distancing cannot be attained.

Preferred Qualifications:

  • Experience in supporting end-user collaboration portfolio (products like O365/Exchange Online & Workspace One)

  • Experience that demonstrates modernizing operations that resulted in reducing incidents and automating manual tasks

  • Experience in migrating legacy infrastructure to cloud or experience supporting services that are hosted in external cloud infrastructure

  • Demonstrated experience in Service Reliability Engineering and/or deep working experience with Grafana, Splunk, Dynatrace, etc .

Technology Careers with Optum . Information and technology have amazing power to transform the health care industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do your life's best work.(sm)

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.

Job Keywords: Senior Manager, Platform Operations, Eden Prairie, MN, Minnesota

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