IT Major Incident Operator (MIO)

Job description

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 Responsible for proactive monitoring and engagement to prevent and mitigate major outages, leveraging expertise in ServiceNow Ticketing, AI Ops, and monitoring tools such as SolarWinds. Collaborates with IT infrastructure, application, and vendor teams to resolve major incidents, ensures timely escalation to the Major Incident team, and leads ITSM process management—including Incident, Problem, CMDB, Change, and Knowledge Management—with a focus on proactive monitoring, network visibility, early detection, and continuous improvement. in IT Operations. Responsibilities may include the following and other duties may be assigned: Manage and audit ServiceNow tickets (Incident, Change, Problem, Knowledge Base) Create advanced ServiceNow and Power BI reports for trends and analytics Lead daily IT Ops calls, RCA transitions, and debrief meetings with IT teams Develop preventive strategies, manage small/medium projects, and conduct training Generate reports and statistics on major team performance Required Knowledge and Experience: Bachelor’s degree Five to seven years of experience in IT industry, ideally with ITIL Service Management expertise Proficiency with Power BI, ServiceNow dashboards, and Office 365 (Excel, Word, PowerPoint, Outlook) for reporting, analysis, and custom searches Strong use of MS Teams, SharePoint Sites/Lists, and OneNote for collaboration, documentation, and tracking tasks/projects Knowledge of AI tools is advantageous Fluent in English 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