Global IT Operations Manager
Micron Technology
Total years of experience :15 years, 3 Months
▪ Managing the performance and quality of IT services & processes and End User Compute support at all of Micron’s administrative, design, manufacturing, and fabrication sites globally.
▪ Partnering with Process & Operations managers to implement worldwide process improvements, product and tool transitions, and service improvement plans based on service priorities in alignment with the IT service strategy & corporate goals.
▪ Overseeing ITIL process for global IT teams including Service Management, Service Level Management, Configuration Management, Risk Management, Change Management, Communications Management, and Process improvements.
▪ Managing the End User Engineering teams delivering key services in the space of endpoint management, mobile device management, global IT field services, software packaging, and support analytics.
▪ Managing operations and activities related to IT infrastructure support and service delivery.
▪ Analyze business support needs, evaluating end-user requirements, and custom design processes and solutions to ensure improved customer experience on business products.
▪ Established a Global IT Support team by consolidating regional Service Desks; reduced the IT spend by USD 1M.
▪ Developed and implemented analytical solutions to identify trends and relationships between different pieces of business data, draw appropriate conclusions and translate the analytical findings into risk management & strategies that drive value to the business and customers.
▪ Designed action-oriented solutions & reports that help customers access and analyze data resulting in productivity improvement and a better customer experience.
▪ Spearheaded various application and systems support transition processes with a 100% success rate, thereby reducing the overall cost per incident and a faster resolution rate to the customers.
▪ Partnered as a business relationship manager with the business stakeholders in planning, and creating business cases and value plans for support integrations of global applications.
Studied Mathematics, Physics & Chemistry as majors.