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IT Operations Manager (Engineering)

Date: Jan 7, 2019

Location: Hyderabad, AP, IN

Company: Micron


Req. ID: 122970 

Job Description

As an IT Operations Manager at Micron, you will be accountable for the delivery of one or more assigned services. You will work with the Director of Operations, Solutions Managers, worldwide IT peers and stakeholders, IT architects, business stakeholders and IT program/project managers to make strategic and operational decisions relative to the service. Through your enterprise relationships, you ensure that the service delivers to its Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). You serve as a conduit for demand and resource management, balancing people and budgets towards desired outcomes. You are responsible for business compliance activities for the service worldwide. In conjunction with the Director of Operations, you manage performance of third-party contractors and vendors.  


Responsibilities and Tasks

Participate in service design 

  • Continuously work towards service alignment among sites. 
  • Participate with Enterprise Architects to establish and execute capability roadmaps for the service. 
  • Align the service with required site and worldwide IT processes. 
  • Collaborate with business stakeholders and worldwide peers to define and negotiate SLAs and OLAs for the service 
  • Determine the roles and responsibilities within the service. 
  • Manage the service 
  • In conjunction with worldwide peers and stakeholders, ensure that the worldwide performance of the service meets the SLA and OLA requirements.  
  • Collaborate with operations and service delivery managers to implement site and worldwide process improvements and Service Improvement Plans (SIP) based on service priorities in alignment with the service strategy. 
  • Address process compliance by working with others to identify and sponsor process or metric improvements.
  • Manage vendors, contracts, and maintenance agreements.
  • Facilitate communication between internal customers and operations personnel, including third-party providers.
  • Hold service providers accountable for effective operational performance and develop with them a culture of continuous improvement.
  • Drive service improvements from existing or potential third-party providers by reviewing and analyzing contracts, quotes, upgrades, and cost/benefits of the services offered.
  • Request, validate, and drive the deployment and retirement of Enterprise Architecture solutions


Manage service operations  

  • Coordinate with worldwide contacts to ensure effective operational support and to ensure that service architecture and directions are aligned with worldwide needs.
  • Partner with your worldwide associates to ensure that all elements required to restore the service are known and in place.
  • Ensure that knowledge management articles exist and are current.
  • Manage monitoring tools, working with your worldwide peers to ensure alerts, thresholds and alarms are continuously reviewed to ensure response.
  • Collaboratively review the site and worldwide service operations metrics.
  • Respond to major incidents using the defined escalation path.
  • Leverage the Problem Management process, working with others to prioritize and manage the investigation of the root cause of problems.
  • Ensure that Disaster Recovery (DR) plans are reviewed to schedule and participate in DR plan testing.


Manage changes to the service 

  • Approve requests for change (RFCs).
  • Ensure that the potential impact of changes are well understood, using data to support your understanding of upstream and downstream dependencies
  • Coordinate the timing of RFCs with local and global users, dependent on the scope of the change.
  • Support major deployments and changes.
  • Communicate changes to the customers, leveraging established communication channels and worldwide peers.
  • Coordinate Early Life Support (ELS) for change.
  • Manage executing on priorities as defined by the Solution teams.
  • Assist or coordinate release and deployment activities and be a key stakeholder in determining whether a new release affecting a service in production is ready for promotion.
  • Ensure that the service adheres to governance, compliance, and financial management requirements 
  • Ensure regulatory compliance of your service(s) by performing SOX self-assessments and continuous monitoring of SOX compliance reports, promptly remediating non-compliance issues.
  • Generate reports to monitor SOX compliance of the service.
  • Understand the costs of providing the service and work to drive costs out of the service.
  • Manage the costs for your service by understanding the chargeback methodology for your service(s), collaborating with site peers on annual and quarterly budgeting cycles, and preventing budget surprises with your site peers.
  • Participate in the financial process for the service and ensure that the budget is managed.


Required: Bachelors Degree or equivalent experience 
•  Computer Information Systems        
•  Information Technology
•  Computer Science
•  Business
•  Related field of study
Required: 3 years experience in any of the following: 
•  Working in an IT environment 
Desired: 5-7 years experience in any of the following: 
•  Leadership within IT functions spanning Analyst, Development or Project Management    

We recruit, hire, train, promote, discipline and provide other conditions of employment without regard to a person's race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity and expression, pregnancy, veteran’s status, or other classifications protected under law.  This includes providing reasonable accommodation for team members' disabilities or religious beliefs and practices.

Each manager, supervisor and team member is responsible for carrying out this policy. The EEO Administrator in Human Resources is responsible for administration of this policy. The administrator will monitor compliance and is available to answer any questions on EEO matters.

To request assistance with the application process, please contact Micron’s Human Resources Department at 1-800-336-8918 (or 208-368-4748).

Keywords:  Hyderabad || Andhra Pradesh (IN-AP) || India (IN) || SGA || Experienced || Regular || Information Systems and Technology || #LI-MH2 ||

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