Summary: Lead with purpose in medical technology, ensuring quality and affordable healthcare worldwide by proactively monitoring and mitigating outages, and improving ITSM processes. Highlights: 1. Champion healthcare access and equity for all 2. Lead with purpose in a connected, compassionate world 3. Mission-driven leader in medical technology and solutions 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** ===================== We’re a mission\-driven leader in medical technology and solutions with a legacy of integrity and innovation. Work with us to incentivize better patient care and partner across the industry to make healthcare more affordable and accessible. Be a part of a community of experts committed to ensuring quality, affordable healthcare worldwide. 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:** * Monitor network, infrastructure, and application performance using tools like SolarWinds to detect risks and prevent major outages * Act as an early warning point for major incidents, identifying and escalating network\-related issues to the Major Incident team * Collaborate with infrastructure, application, and vendor teams to troubleshoot incidents and support P1/P2 operational calls * Manage and improve ITSM processes including Incident, Problem, Change, CMDB, and Knowledge Management using ServiceNow * Analyze operational data and trends through reporting, dashboards, and analytics (ServiceNow, SolarWinds, Power BI) to improve monitoring and prevent recurring issues **Required Knowledge and Experience:** * Bachelor’s degree or 10\+ years of experience in IT operations, infrastructure, or network monitoring * Strong understanding of server fundamentals (CPU, memory, patches, logs, operating systems, hardware) * Hands\-on experience with SolarWinds and infrastructure monitoring tools * Experience working in global IT support environments with escalation and incident management processes * Knowledge of ITIL practices, reporting/analytics (Power BI), and ServiceNow dashboards is highly valued 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). **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.