At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.
A Day in the Life
Medtronic is working to improve how healthcare addresses the needs of more people, in more ways and in more places around the world. As one company, we can accelerate and advance our ability to create meaningful innovations – but we will only succeed with the right people on our team.
We are seeking for a skilled and organized Major Incident Operator (MIO) to join our IT Operations team, where you will work closely with Global IT teams and business units to manage service downtime by handling P2 tickets and participating in swat calls for P1/P0 incidents. In this role, you will support and enhance our ITSM processes, including Incident, Problem, Change, CMDB, and Knowledge Management, by identifying gaps, educating teams, running reports, reviewing metrics and SLAs, performing deep dives on ServiceNow tickets, and auditing process knowledge documents. You will contribute to continuous improvement across IT Operations while progressing through our three-level career path, beginning at Level 1 with a quick advancement to Level 2, and with Level 3 achievable through extended training and experience.
Responsibilities may include the following and other duties may be assigned:
- Review, manage, update, audit ServiceNow platform tickets (Incident, Change, Problem, KB
knowledge). - Performing ServiceNow advance reports, trending and analytics.
- Understanding Power BI reports and dashboard.
- Managing small to medium projects and tasks.
- Conduct daily IT OPS MI Team calls.
- Host Initial RCA transition call to problem management.
- Develop strategies to prevent recurring incidents.
- Create and conduct training.
- Perform debrief meetings with IT teams.
- Generate reports and statistics on major team performance.
Required Knowledge and Experience:
- Bachelor’s degree or 10+ years of equivalent IT industry service experience.
- 8+ years as the requirement is equivalent to SMO Lead who is an expert in ITIL Service management portfolio.
- IT Technology Certification is a plus.
- PowerBI experience is a plus.
- Proficiency with ServiceNow Dashboard (adding filter, fields and custom search).
- Ability to work with cross-functional teams and manage multiple tasks simultaneously.
- Good analytical and problem-solving skills to identify, investigate, and resolve issues effectively.
- Strong communication and interpersonal skills to coordinate with various teams and stakeholders.
- Willingness to work occasional weekend shift and participate in on-call rotation.
Physical Job Requirements
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.
Benefits & Compensation
Medtronic offers a competitive Salary and flexible Benefits Package
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create.We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.
This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).
About Medtronic
We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.
Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people.
We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.
Learn more about our business, mission, and our commitment to diversity here
