Senior IT Project Lead (Major Incident Operator) at Medtronic

Prague, Prague, Czechia

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Not SpecifiedCompensation

Senior (5 to 8 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Medical DevicesIndustries

Requirements

Bachelor’s degree or 10+ years of equivalent IT industry service experience
8+ years of experience (equivalent to SMO Lead expertise in ITIL Service management portfolio)
IT Technology Certification (a plus)
PowerBI experience (a plus)
Proficiency with ServiceNow Dashboard (adding filters, fields, and custom search)
Ability to work with cross-functional teams and manage multiple tasks simultaneously
Good analytical and problem-solving skills to identify, investigate, and resolve issues effectively
Strong communication and interpersonal skills to coordinate with various teams and stakeholders
Willingness to work occasional weekend shifts and participate in on-call rotation

Responsibilities

Review, manage, update, and audit ServiceNow platform tickets (Incident, Change, Problem, KB knowledge)
Perform ServiceNow advanced reports, trending, and analytics
Understand Power BI reports and dashboards
Manage small to medium projects and tasks
Conduct daily IT OPS MI Team calls
Host initial RCA transition calls 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
Handle P2 tickets and participate in swat calls for P1/P0 incidents
Support and enhance ITSM processes (Incident, Problem, Change, CMDB, Knowledge Management) by identifying gaps, educating teams, running reports, reviewing metrics and SLAs, performing deep dives on ServiceNow tickets, and auditing process knowledge documents
Contribute to continuous improvement across IT Operations

Skills

Key technologies and capabilities for this role

ServiceNowITSMIncident ManagementProblem ManagementChange ManagementCMDBKnowledge ManagementPower BIRCAITILProject ManagementAnalyticsReportingSLA

Questions & Answers

Common questions about this position

What education or experience is required for this role?

A Bachelor’s degree or 10+ years of equivalent IT industry service experience is required, along with 8+ years equivalent to SMO Lead expertise in ITIL Service management portfolio.

What key skills are needed for the Major Incident Operator position?

Proficiency with ServiceNow Dashboard, good analytical and problem-solving skills, strong communication and interpersonal skills, and ability to work with cross-functional teams and manage multiple tasks are essential.

Is there an on-call or weekend work requirement?

Yes, the role requires willingness to work occasional weekend shifts and participate in on-call rotation.

What is the career progression like in this role?

The position offers a three-level career path, starting at Level 1 with quick advancement to Level 2, and Level 3 achievable through extended training and experience.

What makes a strong candidate for this Senior IT Project Lead role?

Candidates with ITIL expertise, ServiceNow proficiency, PowerBI experience, IT Technology Certification, and strong cross-functional collaboration skills stand out, especially those with 8+ years in service management.

Medtronic

Develops and manufactures medical devices and therapies

About Medtronic

Medtronic provides medical technology, services, and solutions to improve patient care. The company develops a variety of medical devices, including pacemakers, insulin pumps, surgical tools, and neurostimulation devices, which help diagnose, prevent, and treat chronic diseases. These products are used by hospitals, clinics, and healthcare professionals around the world. Medtronic stands out from competitors by investing significantly in research and development to create new products and offering additional services like training and patient management programs. The goal of Medtronic is to enhance patient outcomes and lower healthcare costs through its comprehensive range of medical solutions.

Fridley, MinnesotaHeadquarters

1949Year Founded

$3.2MTotal Funding

IPOCompany Stage

Biotechnology, HealthcareIndustries

10,001+Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Health Savings Account/Flexible Spending Account

Unlimited Paid Time Off

Paid Vacation

Paid Sick Leave

Paid Holidays

401(k) Retirement Plan

401(k) Company Match

Employee Stock Purchase Plan

Employee Assistance Program

Wellness Program

Risks

Emerging competitors like Fire1 threaten Medtronic's heart failure management market share.

Spine biologics market growth may attract new entrants, increasing competition for Medtronic.

Recent IPOs in medtech indicate rising competition, challenging Medtronic's market position.

Differentiation

Medtronic's diverse product range spans cardiovascular, diabetes, neurological, and surgical technologies.

The company invests heavily in R&D to drive innovation in medical devices.

Medtronic offers comprehensive services, including training and technical support, enhancing product value.

Upsides

Exclusive deal with Kuros enhances Medtronic's orthopedic portfolio and market share.

Growing spine biologics market offers expansion opportunities in spinal fusion and regenerative medicine.

Balloon catheters market growth aligns with Medtronic's recent product launches, boosting cardiovascular presence.

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