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 IO Engineering Supervisor - Infrastructure Operations & Monitoring leads a team of L1.5 / L2 infrastructure analysts responsible for 24x7 monitoring, queue management, and incident triage across enterprise compute, virtualization, and foundational network environments.

This role ensures SLA adherence, operational discipline, and service reliability, while acting as the primary escalation and incident leadership point during high severity production events. The supervisor partners closely with Engineering, Platform, and Service Management teams to continuously improve monitoring effectiveness and operational maturity.

The ideal candidate brings hands on infrastructure operations experience, solid people leadership skills, and deep familiarity with enterprise monitoring platforms such as WhatsUp Gold, SolarWinds, SCOM, and Nagios.

Primary Responsibilities

Team Leadership & Operational Oversight

Lead, mentor, and coach a team of infrastructure monitoring and operations analysts
Manage shift schedules, staffing coverage, and workload distribution to meet 24x7 operational needs
Conduct performance reviews, coaching sessions, and skills development planning
Drive consistent adherence to:

SLAs and OLAs
Ticket quality and documentation standards
Operational and escalation procedures

Incident & Queue Management

Oversee the prioritization and handling of incidents, service requests, and problem records
Act as escalation leader and incident commander for high severity and major incidents
Ensure timely, clear, and accurate incident communication to stakeholders
Validate escalation quality, technical accuracy, and completeness of RCA documentation
Enforce best practices for ticket categorization, routing, and hygiene

Monitoring Operations & Infrastructure Health

Supervise real time monitoring of compute, virtualization, and network components using enterprise tools including:

WhatsUp Gold
SolarWinds
System Center Operations Manager (SCOM)
Nagios (where applicable)

Review alerts to:

Identify recurring issues and systemic failures
Reduce alert noise and false positives

Ensure analysts consistently follow runbooks, SOPs, and response thresholds
Collaborate with engineering teams to:

Tune alerts
Improve monitoring coverage
Enhance event workflows and automation

Technical Oversight (Compute / Virtualization / Network Fundamentals)

Provide senior level guidance during escalations involving:

Windows Server
Linux systems
VMware vSphere
Basic networking and connectivity issues

Validate initial diagnostics and triage performed by analysts
Partner with engineering and platform teams to drive resolution of complex issues
Support readiness activities for planned changes, upgrades, and maintenance events

Process, Governance & Continuous Improvement

Enforce ITIL aligned practices for Incident, Change, and Problem Management
Own and maintain:

SOPs and runbooks
Escalation matrices
Operational documentation

Lead initiatives to improve:

Alert noise reduction
Queue efficiency
Analyst productivity and response quality

Drive cross functional collaboration to raise overall operational maturity
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 in Computer Science, Engineering, or equivalent practical experience
7+ years of experience in:

Infrastructure operations
Compute administration
NOC or 24x7 monitoring environments

2+ years in a team lead or supervisory role within operations or NOC teams
Solid hands on experience with enterprise monitoring tools including:

WhatsUp Gold
SolarWinds
SCOM
Nagios (preferred)

Experience with ticketing and ITSM platforms:

ServiceNow (preferred)
JIRA, Rally (acceptable alternatives)

Solid understanding of:

Windows Server administration
Linux fundamentals
VMware vSphere concepts

Solid understanding of ITIL processes; certification is a plus
Working knowledge of networking fundamentals:

TCP/IP
DNS
Routing and ports
Firewalls

Proven excellent communication, leadership, and incident management skills
Proven ability to operate effectively in a fast paced, global operations environment

Preferred Qualifications

Industry certifications:

ITIL
VMware
Microsoft
Linux

Experience with scripting or automation tools:

PowerShell
Python
Shell scripting

Exposure to cloud platforms:

Microsoft Azure
AWS
Google Cloud Platform

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.

Optum is a drug-free workplace. © 2026 Optum Global Solutions (Philippines) Inc. All rights reserved.

I O Engineering Consultant