IT Major Incident Operator (MIO)

About the role

Medtronic, a global healthcare technology company, is looking for an IT Major Incident Operator in Bogotá. The role focuses on proactive monitoring and engagement to prevent and mitigate major outages, using expertise in ServiceNow ticketing, AI Ops and monitoring tools such as SolarWinds. It also involves leading ITSM process management with a focus on early detection and continuous improvement.

Key responsibilities

• Proactively monitor and engage to prevent and mitigate major outages
• Collaborate with IT infrastructure, application and vendor teams to resolve major incidents and ensure timely escalation to the Major Incident team
• 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 and medium projects and conduct training
• Generate reports and statistics on major team performance

Required profile

• Bachelor's degree
• Five to seven years of experience in the IT industry, ideally with ITIL Service Management expertise
• Fluent English

Required skills

• ServiceNow dashboards and Power BI
• Office 365 (Excel, Word, PowerPoint, Outlook) for reporting, analysis and custom searches
• MS Teams, SharePoint Sites/Lists and OneNote for collaboration and task tracking
• Knowledge of AI tools is advantageous

What we offer

• A competitive salary and a flexible benefits package
• Eligibility for the Medtronic Incentive Plan (MIP), a short-term incentive