A Day in the Life Careers that Change Lives
We believe that when people from different cultures, genders, and points of view come together, innovation is the result and everyone wins. Medtronic walks the walk, creating an inclusive culture where you can thrive. 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. Join us for a career in IT that changes lives. At Medtronic, we push the limits of what technology can do to make tomorrow better than yesterday and that makes it an exciting and rewarding place to work. The Global Operations and Supply Chain (GOSC) IT team is looking to start an operational excellence team to help drive close to flawless execution of IT systems to help the business reach their goals.
Responsibilities may include the following and other duties may be assigned:
Monitoring, Metrics & System Health
- Develop and maintain metrics around Incident Change and Problem Management (uptime, system availability, SLAs, issue closures, and overall system performance).
- Continuously monitor system health, analyze historical data, and identify recurring or systemic issues.
- Establish the appropriate level of monitoring automated or manual for critical tools and integrations.
- Collaborate with the IT supporting team to identify and resolve performance gaps across all manufacturing sites and distribution centers (DCs).
- Ensure proper reconciliation processes for critical applications, particularly those involving integrations.
- Implement structured guidelines for testing and reconciliation to uphold system integrity and reduce risk.
Incident Management & Root Cause Resolution
- Own RCAs and 5 Whys for all GOSC IT P0 and P1 incidents lead with senior-level accountability, identify true root causes, categorize critical issues from the past two months, complete A3s, and follow up with stakeholders to drive resolution and measurable outcomes.
- Lead and facilitate the Weekly True RCA Review (5 Why Analysis) with GOSC IT Leadership, ensuring discussion outcomes are well-documented, including improvement plans, assigned actions, timelines, and measurable outcomes.
- Maintain and govern a centralized RCA tracker and recurring issue backlog.
- Review and validate the quality of RCAs (ensuring true root causes) and track the implementation of preventive actions.
- Prepare and present A3 reports capturing RCA trends, communication delays during Major Incident Management (MIM), and recurring high-impact issues.
- Identify critical resources and form SWAT teams as needed to rapidly address business-critical outages.
Governance & Reporting
- Prepare and present weekly/monthly governance reports, including incident trends, RCA progress, SLA/KPI adherence, and improvement plans.
- Track and report on open actions, preventive initiatives, and system/process hygiene.
- Represent GOSC IT in audits, compliance reviews, and leadership briefings, ensuring readiness with structured documentation and insights.
- Provide ad-hoc reporting and data analysis support to leadership and key stakeholders with speed and accuracy.
Stakeholder & Cross-Functional Collaboration
- Act as a strategic bridge between project and support teams to ensure operational readiness and stability.
- Collaborate with business stakeholders to identify, prioritize, and resolve critical IT issues impacting operations.
- Partner with global IT teams and Managed Service Providers (MSPs) to align on SLAs, performance metrics, and continuous improvement goals.
- Drive cross-functional collaboration to standardize, simplify, and automate IT operations and service processes across GOSC.
- Promote a culture of shared learning by communicating trends, RCA insights, and operational best practices across teams.
- Document and drive horizontal deployment of improvement actions identified during weekly reviews ensuring lessons learned are scaled across relevant teams, processes, or platforms to prevent recurrence and promote standardization.
Readiness, Planning & Best Practices
- Identify and manage quarter-end/year-end recurring themes, implement proactive readiness measures, and close open risks in advance.
- Establish and communicate standards for testing and production deployments, incorporating industry best practices.
- Create and maintain essential trackers, artifacts, communication channels, and operating mechanisms to support operational excellence.
Required Knowledge and Experience:
- 7+ Years of experience in IT
- 3+ Years driving operations and excellence across IT
- ITIL Certification (especially Service Operations, Problem Management, and Continual Service Improvement).
- Familiarity with Agile, Lean, Six Sigma, or Kaizen methodologies.
- Experience with network diagnostics and understanding of factory/DC operations.
- Knowledge of change and release management frameworks.
- Familiarity with BI tools like Power BI or Tableau for dashboard/report creation.
- Understanding of automation tools (e.g., scripting, RPA, alerting platforms).
- Understanding of data reconciliation processes, especially across ERP or MES systems.
- Experience managing Crisis Management/War Rooms during P0 incidents.
Nice to Haves
- 5+ Years supporting manufacturing, supply chain or supply management
- Experience in change management, as it relates to a culture and mindset of a complex organization including capabilities building, process design, ownership, and implementation.
- Experince presenting to executive leadership including at the C-Suite level
- Ability to work with a highly matrixed organization
- Exceptional influencing skills
