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For Companies At a Glance
- Tasks: Manage incidents and problems to ensure quick service restoration and high-quality communication.
- Company: Optum is a global leader in healthcare, using technology to improve lives.
- Benefits: Enjoy hybrid work options, comprehensive benefits, and career development opportunities.
- Why this job: Join a diverse team making a real impact on health outcomes and community well-being.
- Qualifications: ITIL 4 certified or equivalent experience with strong problem-solving skills required.
- Other info: This role offers flexibility with remote work and a commitment to diversity and inclusion.
The predicted salary is between 36000 - 60000 £ per year.
Overview
Join to apply for the Incident and Problem Manager role at Optum.
Optum is a global organisation 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. Join us to start Caring. Connecting. Growing together.
As an Incident and Problem Manager (full-time, hybrid from Leeds or remote), you\’ll be part of a collaborative team responsible for managing the full incident and problem lifecycle. You\’ll ensure service restoration in the shortest time possible while maintaining high standards of communication and stakeholder engagement.
Responsibilities
- Manage and coordinate resources across the business for major and critical incidents on a 24x7x365 basis
- Own and deliver major incident and problem reviews, including metrics on effectiveness
- Contribute to the design and development of incident and problem processes, tools, templates, and reporting
- Work with internal communication teams to relay incident updates to customers
- Maintain cross-functional relationships to deliver consistently high-quality service
- Support resolution meetings and ensure excellent customer service is upheld
Qualifications
- ITIL 4 certified or equivalent service management experience
- Ability to operate independently and as part of a team
- Proven solid problem-solving techniques and attention to detail
- Experience managing incident and problem lifecycle activities
- Demonstrated confidence in engaging with stakeholders at all levels
Eligibility and policies
Please note you must currently be eligible to work and remain indefinitely without any restrictions in the country to which you are making an application. Proof will be required to support your application.
All telecommuters will be required to adhere to the UnitedHealth Group\’s Telecommuter Policy.
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: UnitedHealth Group is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation, or any other characteristic protected by law. UnitedHealth Group is a drug-free workplace. 2025 UnitedHealth Group. All rights reserved.
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Incident and Problem Manager employer: Optum
Contact Detail:
Optum Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Incident and Problem Manager
✨Tip Number 1
Familiarise yourself with ITIL 4 principles, as this role requires a solid understanding of service management. Consider joining online forums or local meetups to discuss best practices and gain insights from other professionals in the field.
✨Tip Number 2
Network with current or former employees of Optum to gain insider knowledge about the company culture and expectations for the Incident and Problem Manager role. This can provide you with valuable information that may help you stand out during the interview process.
✨Tip Number 3
Prepare to discuss specific examples of how you've managed incidents and problems in previous roles. Use the STAR method (Situation, Task, Action, Result) to structure your responses, showcasing your problem-solving skills and ability to engage stakeholders effectively.
✨Tip Number 4
Stay updated on the latest trends and technologies in incident management. Being knowledgeable about new tools and methodologies can demonstrate your commitment to continuous improvement and your readiness to contribute to the team at Optum.
We think you need these skills to ace Incident and Problem Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and qualifications of the Incident and Problem Manager role. Tailor your application to highlight relevant experience and skills that align with the job description.
Highlight Relevant Experience: In your CV and cover letter, emphasise your ITIL 4 certification or equivalent service management experience. Provide specific examples of how you've managed incident and problem lifecycles in previous roles.
Showcase Communication Skills: Since the role involves maintaining high standards of communication and stakeholder engagement, include examples in your application that demonstrate your ability to communicate effectively with various stakeholders.
Tailor Your Cover Letter: Craft a compelling cover letter that not only outlines your qualifications but also reflects your understanding of Optum's mission and values. Mention how your personal values align with their commitment to diversity and inclusion.
How to prepare for a job interview at Optum
✨Understand the Incident and Problem Lifecycle
Make sure you have a solid grasp of the incident and problem management lifecycle. Be prepared to discuss your experience with managing incidents, including how you've restored services quickly and effectively in past roles.
✨Showcase Your ITIL Knowledge
Since the role requires ITIL 4 certification or equivalent experience, be ready to explain how you've applied ITIL principles in your previous positions. Highlight specific examples where your knowledge has led to improved processes or outcomes.
✨Demonstrate Stakeholder Engagement Skills
This position involves engaging with stakeholders at all levels. Prepare examples that showcase your ability to communicate effectively and maintain relationships across different teams, especially during high-pressure situations.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving techniques. Think of past incidents you've managed and be ready to discuss the steps you took, the challenges faced, and the results achieved.
