Senior Systems Management Consultant

Location: Bengaluru

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.

The Major Incident Manager plays a critical role in the success of the Optum Technology Command Center. This position is responsible for monitoring services, managing high‑priority issues, and coordinating with enterprise and vendor technology teams to drive rapid resolution or workarounds. The role involves dynamic responsibilities that shift based on the nature and severity of incidents

Primary Responsibilities:

Incident Monitoring and Response    Proactively monitor and respond to potential high‑priority incidents using AI-driven monitoring tools for early detection

Impact Analysis & Communication    Evaluate service and business impact, document findings, and issue timely communications while ensuring stakeholder alignment

Bridge Call Management    Lead war room sessions, coordinate technical troubleshooting, and collaborate with internal teams and external vendors to drive resolution

Action Planning and Execution    Define clear action plans with ownership, timelines, and follow-through to achieve workarounds or permanent fixes

Process Improvement    Contribute to continuous improvement of incident management processes and workflows

Tool and Resource Development    Maintain and enhance dashboards, automation assets, and tools used for major incident management

Metrics and Reporting    Produce periodic reports, including metrics, trend analysis, and executive summaries for leadership review

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:

Bachelor's degree or equivalent work experience
ITIL Certification
7+ years of Major Incident Management / Critical Incident Management experience

Experience with Service Now/ITSM tools (Incident, Change, Problem, CMDB, etc.)

Experience with trend analysis and creating dashboards for real-time metrics and operational visibility
Knowledge of multi‑region failover strategies and API security/performance optimization
Solid understanding of IT infrastructure, cloud platforms (AWS, Azure, GCP), API integrations, and AI‑driven monitoring & automation
Familiarity with predictive maintenance and automated insights using AI/ML tools
Proficient in ITIL processes, major incident lifecycle management, impact analysis, and prioritization
Proven skilled in war room management, rapid decision‑making, and stakeholder alignment during critical events
Proven solid ability to deliver clear updates, manage crisis communication, prepare executive reports, and document RCA effectively
Proven solid in stress management, negotiation, conflict resolution, and demonstrating customer empathy
Proven solid verbal and written communication skills
Proven ability to understand technical discussions during restoration bridges

Preferred Qualifications:

Demonstrated customer‑centric mindset and passion for customer experience
Knowledge of infrastructure, cloud technologies, or experience in infrastructure/application support
Solid understanding of enterprise monitoring systems
Proven self-starter with sound judgment and independent decision‑making ability
Proven excellent interpersonal and organizational skills
Proven ability to drive results in a fast‑paced and challenging environment