IT Manager – Servicenow, ITIL, MES, SAP MII - Hyderabad, India - Medtronic

    Medtronic
    Medtronic Hyderabad, India

    2 weeks ago

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    Description
    Careers that Change Lives

    We seek out and hire a diverse workforce at every level. We need fresh ideas and inclusive insights to continue to be an innovative industry leader — that's why we make it a point to seek out, attract and develop employees who are patient-centric, passionate, and who represent the same wide variety of life experiences as our patients. Medtronic walks the walk, creating an inclusive culture where you can thrive.

    Our space, the medical device and healthcare industry, is rapidly changing. It always has been that way. You'll always have new challenges pursuing ideas that are exciting and innovative to deliver with excellence. Think critically about healthcare problems and/or opportunities to advance science faster than others.

    Bring your talents to an industry leader in medical technology and healthcare solutions – we're a market leader and growing every day. You can be proud to be a part of technologies that are rooted in our long history of mission-driven innovation. You will be empowered to shape your own career. We support your growth with the training, mentorship, and guidance you need to own your future success. Together, we can transform healthcare.

    We reward you in the ways that matter most to you. We offer a wide range of benefits and rewards programs to recognize the important role you play in our Mission to transform healthcare. To learn more, we invite you to visit

    Join us for a career in IT that changes lives. Be part of work that matters. 75 million patients had their health improved by our products last year. A career at Medtronic is like no other. We're purposeful. We're committed. And we're driven by our Mission to alleviate pain, restore health and extend life for millions of people worldwide

    A Day in the Life

  • Provide technical support and business solutions to Medtronic Manufacturing multi-site locations.
  • Ensure customer satisfaction through high levels of service quality for the Make applications (SAP ECC ERP, MES system- ME &MII, Factory Works, Critical Manufacturing, labelling, integration, Peripherals, Shopfloor technologies, Manufacturing analytics etc.).
  • Provide technical escalation support for the Manufacturing Application and their integrations

    • Primary Responsibilities:

  • Oversee and direct the activities of a multi-platform Service Delivery team
  • Work with business stakeholders to establish and meet Service Level Agreements
  • Develop and track Make ServiceDesk metrics
  • Collaborate with the PMO, ITSM and other teams to ensure smooth transitional support into Service Operation of all new services and products across the enterprise
  • Develop and review technical documentation, processes, policies, and procedures
  • Manage Major Incidents including high severity outages, coordinate internal and external teams, conduct post-incident reviews, implement lessons learned and provide timely communications to key IT and Business stakeholders
  • Help build and maintain the IT Service Catalog and Configuration Management Database, including associated workflows and relationships
  • Provide escalated technical support for team members
  • Drive continuous improvement efforts by leveraging the ServiceNow platform and ITIL best-practices
  • Manage Major Incidents including high severity outages, coordinate internal and external teams, conduct post-incident reviews, implement lessons learned and provide timely communications to key IT and Business stakeholders
  • Act as a point of contact for escalations across IT and centrally manage, support end users with training requirements and projects
  • Contribute towards the management and enhancement of the ITSM tool to help improve the end user experience and own management of the self-service catalogue

    • Must Have: Minimum Requirements

  • Requires a University Bachelor's Degree and minimum of 16+ years of relevant experience, or advanced degree with a minimum of 10+ years of relevant experience
  • 5+years of managerial experience, which includes goal settings and performance management.
  • Excellent communication skills
  • Think out of the box
  • Creating an inspiring and diverse team environment with an open communication culture, setting clear team goals with ownership and accountability on deliverables
  • Building high performance, motivated and innovative team culture by leading with empathy

    • Skills Needed

  • 16+ Years of Manufacturing Application Experience (SAP ECC ERP, MES system- ME &MII, Factory Works, Critical Manufacturing, labelling, integration, Peripherals, Shopfloor technologies, Manufacturing analytics etc.)
  • Experience with Managed Service Delivery for Manufacturing Applications
  • Hands-on experience working with Manufacturing Applications
  • Demonstrated knowledge of ServiceNow Knowledge Management, Change Management, Problem Management, CMDB, and Service Catalog
  • Strong problem-solving skills
  • Ability to adapt to changing business needs
  • Focus on customer service, efficiency, and continuous improvement
  • Demonstrated interpersonal and collaboration skills

    • Preferred Requirements:

    2- Years' experience working with ServiceNow
    ITIL certification