Major Incident Operator MIO (Levels 1-2)
Major Incident Operator MIO (Levels 1-2)
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Job Description
At Medtronic you can begin a life-long career of exploration and innovation while helping champion healthcare access and equity for all. Youll lead with purpose breaking down barriers to innovation in a more connected compassionate world.
A Day in the Life
The Major Incident Operator (MIO) in IT Operations is responsible for managing and resolving critical IT incidents (P1/P0 and P2 tickets) to minimize downtime and ensure production stability especially during high-impact periods like quarter-end. The role involves coordinating with global IT teams vendors and business leaders through SWAT calls overseeing ITSM processes (Incident Problem Change CMDB Knowledge Management) and using ServiceNow to review metrics audit documents run reports and lead postmortems. Starting at Level 1 with the potential to progress to Level 3 the position requires strong knowledge of enterprise ITSM practices excellent communication negotiation and problem- solving skills and the ability to quickly identify and address issues in high-pressure environments. This position will be a remote position in Bogotá.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:
- Bachelors 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.
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.
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 95000 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
Employment Type
Full-Time
