IT Manager - Servicenow, ITIL, MES, SAP MII
Medtronic
- Hyderabad, Telangana
- Permanent
- Full-time
- 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
- 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
- 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
- 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
ITIL certificationAbout MedtronicTogether, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Let’s work together to address universal healthcare needs and improve patients’ lives. Help us shape the future.Physical Job RequirementsThe physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role. (ADA-United States of America)#MEICITJOBSAdditional Information
- Posting Date: Mar 25, 2024
- Travel: No