Sr Mgr Software Engineering

Digital Identity Operations Sr. Manager

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.

This position will lead the Digital Identity Operations team responsible for driving operational excellence for enterprise Digital Identity capabilities supporting B2C and B2B portals, business partners, clients, members/consumers, and other enterprise identity populations.

The Sr. Manager will be accountable for day-to-day operational support, incident management, escalation management, on-call governance, SLA adherence, operational readiness, and continuous improvement for Digital Identity platforms and services. This leader will streamline operational processes, reduce friction across support workflows, analyze ticket trends to identify recurring issues and service improvement opportunities, and drive measurable enhancements to operational performance. The Sr. Manager will ensure timely resolution of incidents and service requests, lead root cause analysis and problem management, and partner closely with engineering, cybersecurity, infrastructure, SRE, product, and line-of-business operations teams to support high availability, resilience, scalability, supportability, and user experience across the enterprise.

This role will oversee the team's response to daily alerts, major incidents, P1/P2 incidents, and war-room support, including initiating Digital Identity-led war rooms when needed and providing leadership support for enterprise incidents requiring Digital Identity expertise. The Sr. Manager will also be responsible for monitoring and alerting improvements, process maturity, audit support, operational communications, and clear reporting to technical, business, and senior leadership stakeholders.

A key expectation of this role is to influence decisions with product, engineering, SRE, cybersecurity, infrastructure, and operations teams by translating operational insights, ticket trends, incident patterns, and customer-impacting issues into prioritized platform and process enhancements. This leader will apply an AI-first mindset to operations, identifying opportunities to use AI, automation, analytics, and intelligent tooling where appropriate to improve alert correlation, ticket triage, knowledge management, root cause analysis, automation, reporting, and overall operational efficiency.

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

• 7+ years of technology operations experience, including production support, incident management, escalation management, P1/P2 war-room leadership, problem resolution, enterprise SLA management, operational process improvement, ticket trend analysis, and continuous improvement for business-critical technology services
• 4+ years of people management or technical leadership experience, including leading operational support teams in a large, matrixed enterprise environment
• 3+ years of experience supporting enterprise Digital Identity platforms in a production environment, with working knowledge of identity and access concepts such as authentication, authorization, federation, single sign-on, MFA, and identity lifecycle operations
• Experience leading operational support for high-availability, customer-facing, or business-critical platforms at enterprise scale, including environments supporting multiple applications, portals, business units, or customer/member populations
• Experience operating in a large-scale enterprise environment supporting a broad portfolio of applications, portals, or digital services; experience supporting identity capabilities across hundreds of applications or portals
• Proven ability to lead P1/P2 incident response, war rooms, escalation management, executive communications, root cause analysis, corrective action planning, and problem management activities
• Experience using operational metrics, ticket trends, incident data, alert patterns, and service performance insights to identify recurring issues, reduce operational friction, improve support quality, and recommend platform or process enhancements
• Ability to partner with product, engineering, SRE, cybersecurity, infrastructure, and line-of-business operations teams to influence priorities, drive operational improvements, and advocate for enhancements that improve resilience, scalability,…