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 IT Command Center Analyst serves as the nerve center of enterprise operations, responsible for real-time monitoring, incident triage, and coordination across technical and business teams. This role ensures operational continuity, rapid issue resolution, and proactive risk mitigation across critical systems and services.
Primary Responsibilities:
- Incident Management & Triage
- Monitor system alerts and performance metrics across infrastructure, applications, and contact center platforms
- Triage incoming issues using structured severity and priority frameworks
- Coordinate resolution efforts across IT, automation, software, and business teams
- Observability
- Track queue performance, call volumes, and system health using dashboards and analytics tools
- Escalate anomalies and outages to appropriate teams and vendors
- Participate in daily standups and war room sessions to assess and resolve high-priority incidents
- Reporting & Documentation
- Maintain detailed issue logs including timestamps, reporter details, station IDs, and error messages
- Generate daily/weekly/monthly performance reports and incident summaries
- Support audit and compliance documentation efforts
- Communication & Coordination
- Serve as a liaison between technical teams, business stakeholders, and external vendors to drive collaboration for restoration/resolution for outages
- Facilitate incident communication and ensure timely updates to impacted parties
- Participate in cross-functional meetings to align on priorities and post-incident reviews
- Operational Efficiency
- Use of AI/Copilot to enhance productivity, streamline and improve communications, and automate summarizations needed for meetings on outages to include documenting corrective actions, symptoms and troubleshooting
- May be used adhoc for various inquiries and to assist in building new productivity tools
- 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:
- Undergraduate degree or equivalent experience
- 5+ years of experience in IT operations, network monitoring or command center environments
- Experience with incident response, crisis management, and vendor coordination
- Experience with call center applications like Genesys, AWS, CxOne
- Familiarity with tools like ServiceNow, Splunk, Dynatrace
- Familiarity with AI tools such as Microsoft Copilot, Azure or Google
- Proven ability to work in a face-paced environment, while being able to multi-task through multiple communication paths
- Ability to work in shift timing: 6 AM IST to 3:30 PM IST
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