As the Offshore Manager Operations Management for Digital Technology, India, you will be a critical leader for Medtronic's expanding Diabetes Care footprint in Pune. You'll oversee the daily operations of our IT offshore support team, ensuring that systems, services, and infrastructure supporting the global Diabetes ecosystem work reliably and securely. This role is pivotal in driving operational excellence, continuous improvement, and the adoption of cutting-edge technologies to enhance Medtronic's IT capabilities and empower people with diabetes globally.
A Day in the Life
You will lead operational excellence and strategic IT initiatives by:
- Leading a team of Site Reliability Engineers (SREs), DevOps, and IT Operations staff, providing robust support for critical applications and services within the Diabetes ecosystem.
- Defining, developing, and managing a comprehensive IT Service Management (ITSM) landscape, grounded in SRE best practices, processes, disciplines, and related toolsets.
- Driving the adoption of industry-standard methodologies and practices for deployment, observability, and reliability across your teams.
- Enabling teams to operate and run more efficiently through automation and tooling.
- Leading day-to-day team activities using the Agile/Scrum methodology.
- Establishing and maintaining Service Level Objectives (SLOs) for key services and systems, actively working to meet or exceed these objectives through engineering efforts.
- Analyzing and tracking operational metrics to identify trends, areas for improvement, and opportunities for optimization.
- Maintaining the Application Portfolio Management, ensuring a clear understanding of application landscapes.
- Leading and maintaining IT security measures for business applications, safeguarding data and systems.
- Creating and presenting impactful operational dashboards to senior leadership, providing clear insights into performance and trends.
- Coordinating and leading strategic core infrastructure and networking projects, ensuring alignment with overall business objectives.
- Coaching, motivating, and inspiring support team members to achieve and exceed performance results.
- Participating in all critical and high-severity issues, offering support, attending war room meetings, and providing timely updates to leadership.
- Compiling detailed timelines including operational impact and technical assessments for high-severity issues, supporting root cause analysis.
- Overseeing ServiceNow tickets to closure, reviewing ticket dashboards to identify gaps and trends, and developing proactive action plans.
- Collaborating with business operations teams to ensure effective coordination of IT changes.
- Managing relationships with IT vendors and service providers, including contract negotiation, performance monitoring, and dispute resolution.
Required Knowledge and Experience
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- 10+ years of experience in IT operations, with at least 3 years in a management or leadership role.
- Proven experience managing IT infrastructure and systems in a mid-to-large enterprise environment.
- Hands-on experience with systems administration, network management, and IT security.
- Experience managing enterprise applications such as SAP and Salesforce.
- Strong knowledge of ITIL and/or other IT service management frameworks.
- Experience managing collaboration tools like Jira and Confluence.
- Experience managing vendor relationships and Service-Level Agreements (SLAs).
- Proven ability to manage and optimize IT budgets.
Nice to Haves
- Relevant certifications such as ITIL, PMP, or CISSP.
- SAP or Salesforce certifications.
