IT Major Incident Operator (MIO)

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: Proactively monitor network, infrastructure, and applications using SolarWinds, validating and correlating alerts to detect issues early. Support P1/P0/P2 incidents, act as an early‑warning function for the Major Incident team, and participate in incident, change, and problem management activities. Produce advanced reporting and analytics using ServiceNow, SolarWinds, Power BI, and maintain SLA/metrics dashboards. Identify recurring alert patterns, recommend monitoring improvements, drive continuous ITSM process enhancements, and lead small/medium operational projects. Deliver training on monitoring and ITSM processes, participate in debrief/post‑incident reviews, and collaborate across service delivery areas while leveraging AI tools. Required Knowledge and Experience Bachelor’s degree or 10+ years of equivalent IT experience, with strong server fundamentals (CPU, memory, logs, patches, hardware). Hands‑on experience with SolarWinds monitoring and understanding of global escalation processes. Proficiency with ServiceNow dashboards, custom searches, operational reporting, and trend analysis; Power BI is a plus. ITIL and network/technology certifications preferred, with ability to perform effectively under high‑severity/high‑pressure incidents. Willingness to support global time zones, engage in continuous AI‑based learning, and adapt to advanced role training. 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 Apply To This Job