Senior Tech Support Analyst - Taguig City

Optum

Negotiable
On-site - Pasig3-5 Yrs ExpDiplomaFull-time
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Job Description

Description

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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together

Primary Responsibilities

  • Utilize internet service provider online systems to process orders, check status and obtain accurate service order completions
  • Utilize provisioning, ordering and inventory software or systems to monitor order progress with the underlying service provider
  • Review/Analyze incidents or requests obtained from TSC, RCO, and 3rd party service providers (ISPs, Telco Carriers etc.).
  • Manage the incidents/tickets in the queue via ServiceNow and/or other ticketing applications.
  • Analyze/identify the nature and impact of the problem/issue. Identify appropriate resources to address the problem/issue
  • Escalate problems/issues to internal subject matter experts (Senior Support/Provisioning Analyst) or vendor, as appropriate
  • Ensure that escalated incidents are documented, resolved and closed as needed
  • Identify opportunities for continuous process improvement
  • Work closely with vendors (internet service providers) to meet customer needs
  • Manage projects/initiatives as assigned by management
  • Monitors compliance and quality work product
  • 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

  • College graduate of an IT related course or equivalent experience
  • 5+ years of layer 1 and/or 2 technical support experience
  • Internet/Network connectivity training/certification is a plus
  • Intermediate - Advanced skills in MS applications (word, excel, PowerPoint)
  • Familiarity in using ITSM tools such as ServiceNow, Zendesk, etc.
  • Proven critical thinking skills
  • Demonstrated solid analytical skills
  • Proven solid customer service orientation
  • Demonstrated ability to work independently
  • Proven excellent organizational skills

Preferred Qualifications

  • ITIL training/certification
  • Experience working with internet providers

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.

Diversity creates a healthier atmosphere: Optum is an Equal Employment Opportunity 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.

Optum is a drug-free workplace. © 2025 Optum Global Solutions (Philippines) Inc. All rights reserved.

Requirements

Please refer to job description.

Customer Relationship Management
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Boss

HR ManagerOptum

Work Location

Kalawaan, Pasig, Metro Manila, PH

Posted on 10 April 2025

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