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 inclusion, talented peers, comprehensive benefits and career development opportunities.

Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

Position Summary

As a Sr.

Major

Incident & Problem Coordinator, you will join the ETIPS - CIOP Dedicated Operations for Clinical eXperience (DocX) team supporting Optum Care Delivery. In this senior role, you will be responsible for driving rapid response and facilitation during high-priority IT incidents to minimize clinical impact. You will also oversee the end-to-end governance of problem records and tasks, ensure thorough root-cause analysis (RCA) and implement corrective actions to prevent future recurrences. Working remotely, you will leverage enterprise-approved ITSM platforms and advanced AI collaboration tools to support high availability and service restoration across our clinical operations.

This position follows a hybrid schedule.

Primary Responsibilities:

• Use enterprise-approved AI tools to streamline workflows, automate tasks, and drive continuous improvement, while evaluating emerging trends to inform strategic innovation
• Provide rapid response to clinical-impacting major incidents (P1/P2/P3), establishing and joining war rooms within defined response SLAs
• Lead war rooms utilize defined playbooks, coordinating with cross-functional support teams and third-party vendors to restore services quickly
• Evaluate operational risk and utilize the change enablement process for emergency change requests required during major incident break-fixes
• Compose and distribute timely, audience-appropriate executive summary communications detailing critical incident updates and resolution status
• Govern the complete lifecycle of problem records and tasks (PRBs/PTASKs), ensuring robust root cause analysis (RCA) and compliance with enterprise policies
• Schedule and facilitate working sessions for escalated problems to identify root causes, preventative measures, and long-term improvement opportunities
• Participate in weekly problem governance reviews, capturing detailed technical notes and publishing problem closure recaps
• Create and maintain team documentation, providing feedback and instruction to team members and operational leadership
• Participate in rotating shifts and on-call schedules to ensure 24/7/365 coverage
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• 4+ years of experience coordinating and driving Major Incident response and service restoration activities in alignment with ITIL Incident Management best practices
• 2+ years of experience coordinating or governing problem records in alignment with ITIL Problem Management best practices
• Skilled experience with the ServiceNow cloud computing platform for IT Service Management (ITSM)
• Proven excellent verbal and written communication skills with a demonstrated ability to write clear, audience-appropriate executive summaries for technical and non-technical stakeholders
• Demonstrated ability to work rotating shifts and participate in on-call schedules to support a 24/7/365 operational healthcare environment
• Dedicated remote work environment with a reliable high-speed internet connection

Preferred Qualifications:

• ITIL Certified (Foundations v3, Foundations v4, and/or ITIL Intermediate Service Operations)
• Experience utilizing Microsoft Office Suite (MS Suite) for data tracking, documentation, and reporting
• Experience utilizing enterprise-approved AI tools or virtual assistants to automate tasks, summarize incident timelines, or optimize reporting workflows
• Experience supporting clinical or healthcare systems and coordinating with medical operation stakeholders
• Experience