Position Description Performs multiple assignments in a fast paced environment. Provides Second Level Technical Support and performs escalation of issues based on the established escalation procedures. Provides guidance, information and assistance to internal and external customers. Develop supportive relationships to achieve other objectives either outside or within the functional area. Anticipates customer needs and proactively acts to achieve customer satisfaction. Follows and complies with established ITGC's. Primary Responsibilities: Work with Operations Manager in order to provide input for continual improvements of standards, documentation and processes. Assist management in meetings, projects, reports and compliance activities. Receive incoming customer issues / requests from Help Desk and / or Call Center in order to provide second level technical support. Register all issues on the trouble-ticketing systems and keep track of all escalated issues. Monitor the Network, physical facilities and any other critical device on the Data Center or in the cloud, for stability and performance in order to maintain 7x24x365 operations. Resolve service impacts as they occur. Verification of all batch processes; document and escalate any failed process in the production environment. Work trouble tickets effectively and efficiently with Third Level Support (Application Management, Infrastructure, DBA, Security and Development Teams). Host and drive War room incidents (P1 & P2 incidents). Work with the different carriers and other external service providers to facilitate resolving service issues in accordance with established processes and procedures. Document problem descriptions and detailed problem diagnosis with accuracy and compliance with established practices. Review and where necessary update the tracking of problems in trouble-ticketing system. Execution and monitoring of schedule / on-requests backups / restores. Participate in the transfer of information from one shift to the next. ENGLISH PROFICIENCY ASSESSMENT WILL BE REQUIRED AFTER APPLICATION 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: Bachelor's Degree or equivalent professional work experience 4 years of experience in the Healthcare Industry Capacity to understand business processes and translate them into IT processes. Strong team and customer service orientation skills. Experience with database, TCP / IP protocols / Networking Proficient experience with Windows / Linux. Strong knowledge in the use of PC's and Microsoft Office applications. Bilingual Proficiency (Spanish / English) Preferred Qualifications: Experience working with ticketing systems (ex. Service Now, Manage Engine). Experience on operating a workload automation tool, preferably Control-M. ITIL knowledge / certification. Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world?s large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity 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: Technical Lead, IT Subject Matter Expert, IT SME, IT Project Manager, San Juan, Puerto Rico PandoLogic. Keywords: Public Relations Supervisor, Location: San Juan, PR - 00907
