James Eng
Professional problem solver doing my best to keep the tech lights on and the chaos out.
- Role
- Director of IT, Optumrx Technology Support at Optum
- Location
- Las Vegas, NV, US
- LinkedIn followers
- 500 followers
About James Eng
Tech leader with 15+ years in support, operations, and engineering. I’ve led global Level 1 & 2 teams at Optum/UHG, managed an SRE team in DevOps, and now lead tech support for OptumRx across multiple business functions and platforms.I’ve built tech support and contact center teams from the ground up, led AI and automation initiatives, and driven improvements through change management, incident response, and war room leadership. I focus on reducing downtime, meeting SLA targets, improving customer satisfaction, and scaling support through smarter workflows.I also manage vendor relationships, negotiate deals, and lead cost-saving strategies. I’ve implemented policies and procedures to ensure operational excellence and compliance, and have experience supporting HITRUST, HIPAA, and SOC 2 audits. Always learning and evolving as technology—and teams—grow.
Experience
Director of IT, Optumrx Technology Support
Mar 2025 — Present · US
As the Director of IT within OptumRx Technology Support Operations, I lead and manage a large-scale global IT support operation, overseeing both the Level 1 Helpdesk Support Team and the Level 2 Field Services Technicians Group- The Level 1 Helpdesk Support Team provides frontline IT support to end users across pharmacy operations and contact center operations under OptumRx, ensuring smooth day-to-day technical operations- The Level 2 Field Services Technicians Group handles remote and onsite escalations from Level 1, providing advanced troubleshooting and technical resolutions to maintain system performance and user productivity.I oversee a team of tech managers and senior tech managers responsible for driving operational excellence, service delivery, and process improvements. My focus is on strategic leadership, team development, incident and escalation management, and optimizing IT support workflows to enhance efficiency and user experience across OptumRx.
Education
Northern Virginia Community College
Associate of Science (A.S.), Pre-Pharmacy Studies
2007 — 2010
University of Phoenix
Bachelor of Science (B.S.), Information system and Cisco Certification
2015 — 2017
University of Nevada-Las Vegas
Bachelor of Business Administration (BBA), International Business
2011 — 2014
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