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.

Primary Responsibilities:
- Ticket Management Support Operations
- Own the support intake process across the GenAI tools portfolio: triage requests, resolve common issues, and route/escalate items to the appropriate technical owners/vendor support
- Maintain transparent "how to get help" guidance and escalation paths to ensure fast, consistent resolution
- Live Consultation User Coaching
- Provide live consults (1:1 / small group) to help non-technical users apply GenAI tools to real work (prompt coaching,



workflow guidance, practical use patterns)
- Identify common friction and create repeatable solutions (talk tracks, quick "how-to" steps, troubleshooting macros)
- Office Hours Enablement Programs
- Run recurring beginner office hours/open forums (drop-in) and targeted clinics; capture FAQs and publish answers as reusable guidance
- Coordinate demos/brown bags with SMEs/tool owners; ensure sessions are recorded and shared for reuse
- Self-Service Content Knowledge Base
- Build and maintain job aids, FAQs, quick-start guides, and "known issues" documentation to reduce repeat tickets and accelerate onboarding
- Convert recurring support themes into scalable resources and updated onboarding materials
- Community Engagement
- Engage in internal communities (Viva Engage) by answering questions, sharing tips, and promoting office hours and resources to normalize adoption and boost awareness
- Operatio

📌 Senior I O Engineering Consultant (Bengaluru)
🏢 Optum
📍 Bengaluru