Careers that change lives start here. Medtronic is a global leader in healthcare technology with a Mission to alleviate pain, restore health, and extend life. Our 95,000 employees work across more than 150 countries to put patients first - developing innovative medical technologies that improve the lives of 72+ million patients each year. Your unique talents will help shape the future of healthcare while building a career grounded in purpose, growth, and impact. 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). #J-18808-Ljbffr
IT Major Incident Operator (MIO) • Bogotá, Bogota D.C., Colombia
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