Senior IT Project Lead (Major Incident Operator)

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

The Senior IT Project Lead will be responsible for interacting with Global IT teams and business units to help manage downtime working on P2 ticket and swat calls for P1/P0’s. This role will be reviewing, managing, coordinating and educating our ITSM processes that encompass, Incident, Problem, Change, CMDB, knowledge management. The Senior IT Project Lead will also audit/review many process knowledge documents and contribute to continuous improvement in IT Operation.

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)
• Some out of hours work will be required
  
  
  

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