Senior Manager - Tech Support - Remote

UnitedHealth Group•Basking Ridge, NJ

19h•$112,700 - $193,200•Remote

About The Position

As a Senior Manager of Technical Support within the Optum Insight Engineering team, you will lead technical support teams responsible for operational stability, service restoration, and enterprise incident management across mission-critical systems. In this role, you will drive operational performance by designing and deploying enterprise automations, container platforms, and CI/CD delivery pipelines. You will leverage modern technologies including AWS Cloud Services, Kubernetes (EKS), GitHub Actions, Splunk, Dynatrace, AIOps, RAG frameworks, and agentic automation tools to streamline deliverables, enhance system observability, and optimize incident management across the organization. You’ll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges.

Requirements

Bachelor's degree in a relevant technology field or 12+ years of equivalent technology or software engineering work experience
6+ years of experience in technical support, IT operations, or DevOps infrastructure support, including experience providing technical leadership to teams or professional engineering staff
3+ years of hands-on experience administering Kubernetes (K8s) platforms
3+ years of experience developing and maintaining CI/CD pipelines using GitHub Actions and automated release management
3+ years of Red Hat Enterprise Linux (RHEL) administration experience with shell scripting (Bash, Python, or similar automation scripting)
2+ years of experience with enterprise monitoring platforms (Splunk, Dynatrace) and production incident management processes
1+ year of experience utilizing modern AI tools, agentic automation, or code intelligence platforms to automate technical deliverables and infrastructure workflows

Nice To Haves

Active industry certifications such as AWS Certified Solutions Architect, Certified Kubernetes Administrator (CKA), or ITIL Foundation
Experience supporting enterprise middleware (JBoss Application Server), data integration platforms (Informatica), and messaging queues (RabbitMQ)
Experience implementing AIOps frameworks, Retrieval-Augmented Generation (RAG) systems, or agentic workflow automations in enterprise environments
Knowledge of advanced deployment strategies (blue-green, canary, rolling) and automated Infrastructure as Code (IaC) solutions
AWS Cloud Services (EC2, EKS, S3, RDS, IAM, VPC) experience

Responsibilities

Provide leadership and technical direction to support engineers and professional staff, taking accountability for incident restoration, problem management, and system availability
Design, implement, and maintain continuous integration and deployment pipelines using GitHub Actions, supporting blue-green, rolling, and canary deployment strategies with Infrastructure as Code (IaC)
Administer and support Kubernetes (EKS) clusters, containerized applications, JBoss Application Server middleware, and RabbitMQ messaging infrastructure across production and non-production environments
Utilize enterprise-approved AI tools, RAG frameworks, agentic systems, and code intelligence tools to streamline delivery workflows, automate processes, and drive continuous improvement
Manage AWS cloud infrastructure (EC2, EKS, S3, RDS, IAM, VPC, CloudWatch) while driving cloud security best practices, compliance, and disaster recovery readiness
Administer Red Hat Enterprise Linux (RHEL) systems, performing system patching, security hardening, performance tuning, and automation using shell/Python scripting
Implement observability solutions using Splunk and Dynatrace for log analysis, application performance monitoring, proactive alerting, and root cause analysis during production outages
Manage 24x7 production support rotations, service request fulfillment, and problem management activities to ensure operational alignment across business units