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DPS Windows Support and Operations Lead - Telecommuter

UnitedHealth Group

Houston, TX
Job Code:
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Job Details

DPS Windows Support and Operations Lead - Telecommuter(Job Number:705043)

UnitedHealth Group is a company that's on the rise. We're expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn't about another gadget, it's about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing your life's best work.(sm)

We are currently seeking a DPS Windows Support and Operation Lead to be responsible for the Team Management and Oversight of the day to day operations and Incident Management tasks. In this critical role you will help identify and stream line efficiencies and quality controls in day to day task operations.

Primary Responsibilities:

  • Lead 2 to 6 person teams weekly
  • Help implement continuous improvement initiatives
  • Participate in Task Assignment Manager Rotation Day time Coverage M-F (3 week Rotation)
  • Act as a Daily Escalation point for team task members, Clients and other Infrastructure teams

Incident Responsibilities:

  • Task Manager Oversight of one of the following tasks for a 3 week rotation
  • Monitoring
  • Tickets & Degraded
  • Service Requests
  • Diskspace 3
  • Metrics
  • On-call reports monitoring and proper follow up
  • Ticket metrics for closure and customer satisfaction
  • Ticket Escalations
  • War rooms
  • Help with vendor issues
  • Participate in Manager After Hours / On-call Rotation
  • Field calls from Off-shift team members in need of managerial guidance or assistance
  • Engage Problem management, Delivery Services and other teams as needed for Incident Resolution
  • Maintain active communication with Co Task Managers to streamline cross team work i.e. incident ticket re-assignments, ticket issues, service requests, and ISSO data integrity
  • Maintain active working relationships with other DPS managers and teams to ensure streamlined processes and continuous improvement

Job IT Operating Systems
Primary Location US-TX-Houston
Other Location 
Organization Network & Hosting Services
Schedule Full-time
Number of Openings 1
Apply on the Company Site

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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