Job Description

Our vision is to transform how the world uses information to enrich life for all. Join an inclusive team passionate about one thing: using their expertise in the relentless pursuit of innovation for customers and partners. The solutions we build help make everything from virtual reality experiences to breakthroughs in neural networks possible. We do it all while committing to integrity, sustainability, and giving back to our communities. Because doing so can fuel the very innovation we are pursuing. JR33556 IT Operations Service Lead - ITIL Operations Service Lead
The ITIL Operations Service Lead key responsibilities are to develop, improve and execute ITIL process management. The individual in the role should expect to work to improve process and also identify opportunities to better leverage existing technologies used by the company to manage existing processes.
Responsibilities:
Ensure Service Management processes are fit for purpose, ensuring efficient and effective driven approach and continues service improvement in IT service delivery.
The individual in the role should expect to work to improve process and also identify opportunities to better leverage existing technologies used to manage existing processes.
Work with the appropriate resources to understand, develop, improve and document the processes to help expand and tailor the processes to the environment. Support the process knowledge transfer.
Individual will be responsible for ensuring the current ITIL processes are properly implemented by working with existing process owners to provide guidance and insight into process expectations and provide constructive and actionable feedback.
Change Management
Manage internal and customer CAB meetings Handle global/high risk changes Handle escalations for tickets approaching SLA Ensure that CAB is effective and efficient Handle escalations for tickets that are not being reviewed in a timely manner Escalate tickets that are not receiving responses from the customer Handle queries/concerns raised by the customer Trigger review of failed changes Provide training to new starters on the change process
Problem Management
Support the Problem Management processes by ensuring that the root cause analysis is conducted, delivering actions to conclusion in a priority and time drive approach, incl. risk management and development of KPI's Review emerging and recurring problems and perform root cause analysis to minimize the adverse impact of incidents caused by errors within the IT infrastructure Facilitate and scribe root cause analysis reviews Coordinate and direct all facets of the problem management effort, including bringing the right teams, tools, and information together while delegating subtasks to other team members as they see fit Manage the lifecycle of all problems and maintains information about known errors and workarounds
I ncident Management
Act as a duty manager to drive resolution of, and communications of incidents that cause considerable impact or have the potential to impact our customers, business-critical operations, internal systems, or internal infrastructure. On-call at times based on a defined schedule to support service disruption resolution. Provides leadership to various technical teams and vendors, guiding them in their efforts during the Incident Management lifecycle Drafting Pre-RCA Customer Incident Reports for managed incidents Providing Final Approval for Pre-RCA Customer Incident Reports for managed incidents prior to dissemination Often acts as an informal leader, working independently to determine methods and procedures on new assignments Lead Service Reviews with business stakeholder and key suppliers
Required Qualifications:
5-10 years’ experience in managing ITIL processes for an organization with progressive experience in building processes and continuous improvement Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and ITIL Foundation Certificate Functional and technical knowledge of the ITIL workflow platforms such as ServiceNow or others Critical thinking capability, process minded, accountable, proactive, and agile. Strong leadership skills in driving engagement, adoption and change for processes and technology Well-versed with working with outsourced service desk, application owners, infrastructure teams and the business in support of incident resolution, problem management, and change management. Uses and applies service management and ITIL principles, theories, and concepts to manage and provide solutions to more complex and multi-dimensional problems. Ability to manage and coordinate day-to-day service management operations and work closely with various stakeholders to ensure issues are addressed in timely fashion & in accordance to user expectations.
Physical Demands General office environment. Moderate levels of stress may occur at times. May require long periods sitting and viewing a computer monitor. No special physical demands required.
Formal Education
Educated to Degree Level or holds relevant industry experience ITIL Service Management V3 Expert -Essential ITIL Foundation v4 ITIL Specialist Certification About Micron Technology, Inc. We are an industry leader in innovative memory and storage solutions transforming how the world uses information to enrich life for all . With a relentless focus on our customers, technology leadership, and manufacturing and operational excellence, Micron delivers a rich portfolio of high-performance DRAM, NAND, and NOR memory and storage products through our Micron® and Crucial® brands. Every day, the innovations that our people create fuel the data economy, enabling advances in artificial intelligence and 5G applications that unleash opportunities — from the data center to the intelligent edge and across the client and mobile user experience.

To learn more, please visit micron.com/careers

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. Please note that in order to assist in providing a safe and healthy workplace for all Micron team members, new employment offers for jobs based in India, Malaysia, Singapore, and the U.S., are contingent upon the applicant’s provision of a copy of their COVID-19 vaccination document to Micron on a confidential basis prior to their scheduled start date confirming that they have completed the COVID-19 vaccination process, subject to any written request for medical or religious accommodation and to the extent permitted by applicable law.

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