Python Job: Technical Support Lead

2123175 - Technical Support Lead

As a Fortune 5 business, we’re one of the world’s leading healthcare companies. There are no limits here on the resources you’ll have or the challenges you’ll encounter.

We have been supporting global healthcare systems from Ireland and the UK for more than 20 years, building a dynamic and diverse team of more than 2,100 talented individuals. With a continued record of growth and stability, we're on the constant lookout for fresh talent to join our expanding teams.

If you're looking for a career where you can make a positive impact every day, using the latest advances in technology and innovation, this is truly the opportunity to do your life's best work.

About the Role:

As a Technical Support Lead, you will be responsible for overseeing the daily operations of technical support team as well as participating as an active member of the team. The Technical Support Lead is essential for ensuring partnering with the Senior Automation Technical Operations Manager to deliver exceptional support to the customer. Working alongside Optum Ireland Payment Integrity Automation Centre of Excellence, you’ll have the opportunity to support the organization through the delivery of automation solutions, using existing, new and emerging technologies to enhance savings, improve productivity and quality and reduce cost. In addition to having impact on a great team, you'll also discover the career opportunities you'd expect from an Industry Leader.

Primary Responsibilities of the Technical Support Lead

• Work closely with OPTUM and UnitedHealth Care business units, Senior Automation Technical Operations Manager, OPTUM Technology and other teams in understanding the functional and technical design for processes identified for automation potential


• Oversee the day-to-day operations of the Technical Support Team
  


• Be the point of contact when it comes to Customer support escalations
  


• Record and track team SLAs and workflows
  


• Provide support where needed for both internal and external customers.
  


• Clearly communicate escalated issues or identified Technical Support Project Risks to Development Team and Product Owners as needed
  


• Track and plan Releases through ITSM methodology


• Be actively involved with the release cycle Automation delivery and UAT if required for new product and feature releases and production rollouts.


• Plan and implement any necessary preventive measures to reduce customer faults and issues


• Review all technical support related processes, Infrastructure, and documentation for continuous improvement
  


• Work to create any relevant support material for the team
  


• Reviewing technical support requirements between Support and Development / Implementation teams, with a view to create efficient support solutions.


• Working in an integrated environment across multiple technologies

You will 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 providing development for other roles you may be interested in.

Required Qualifications of the Technical Support Lead:

• Previous strong experience working in a technical support role and working with distributed teams in delivering successful IT/ business software projects.


• OOP Experience with programming background in on or more modern languages (preferably C# or Java) and strong proven experience in one of the scripting languages, preferably Python or PowerShell


• Proven experience in ITSM tools preferably Service Now, JIRA or Zendesk.


• Exposure to working in an Agile environment and Dev OPS Tools
  


• Good understanding of the key requirements documents involved in a Support lifecycle (functional, technical, testing documents)

Preferred Qualifications of the Technical Support Lead:

• Proven experience of typical Enterprise IT infrastructure and Architecture


• Experience in working or supporting Automations in Production using UIPath


• Previous experience in the Insurance Industry (preferably Health Insurance)


• Proficient with Microsoft Azure
  


• Well-organized with good communication and reporting skills


• Strong database skills with proven experience using SQL Server \ Oracle \ MySQL etc.


• Previous experience with Advanced Intelligent Automation, AI / Machine Learning, Natural Language Processing (NLP) and Computer-Vision

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)

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/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.

#RPO