IT Major Incident Operator (MIO)
Core
Proactive monitoring and engagement to prevent and mitigate major IT outages, leading ITSM process management and incident resolution.
Role type
Senior IT Operations Specialist (ITSM & Incident Management)
Builds
IT operational stability and service delivery for global healthcare technology infrastructure
Domain
Healthcare Technology / IT Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
ServiceNow ticketing, ITIL Service Management, Power BI reporting, MS Teams collaboration, Office 365 proficiency, RCA facilitation, project management, training delivery, performance analytics
Preferred skills
AI tools knowledge
Technologies
ServiceNow, Power BI, SolarWinds, MS Teams, SharePoint, OneNote, Office 365
Responsibilities
Manage and audit ServiceNow tickets (Incident, Change, Problem, Knowledge Base), Create advanced ServiceNow and Power BI reports for trends and analytics, Lead daily IT Ops calls, RCA transitions, and debrief meetings, Develop preventive strategies and manage small/medium projects, Generate reports and statistics on major team performance
Seniority
Mid-Senior, hands-on IC
