Our vision is to transform how the world uses information to enrich life for all.
Micron Technology is a world leader in innovating memory and storage solutions that accelerate the transformation of information into intelligence, inspiring the world to learn, communicate and advance faster than ever.

Key Responsibilities
• Lead operational governance and performance management of the global IT Service Desk, ensuring achievement of service level, quality, and customer satisfaction objectives.

• Manage Service Desk vendor relationships, including performance reviews, service improvement initiatives, and accountability for contractual commitments.

• Analyze operational metrics and support trends to identify opportunities for improved service quality, efficiency, and employee experience.

• Partner with resolver groups to improve ticket routing accuracy, increase first-level resolution, reduce escalations, and drive continuous improvement.

• Identify, prioritize, and implement AI, automation, and self-service capabilities that improve support effectiveness and employee experience.





• Drive knowledge management practices that improve both agent productivity and employee self-service outcomes.

• Communicate service performance, risks, and improvement plans to leadership and key stakeholders.

• Support Service Desk transformation initiatives that improve operational efficiencies, reduce employee effort, and enable scalable support delivery.

Required Qualifications
• Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.

• 5+ years of experience in IT Service Desk Operations leadership.

• Strong understanding of ITIL principles and service management best practices.

• Experience with ServiceNow or similar ITSM platforms.

• Solid analytical, communication, and stakeholder management skills.

• Experience using operational data and metrics to drive business outcomes and service improvements.

Preferred Qualifications
• Experi

📌 Engineer, Global IT Service Desk Lead (Hyderabad)
🏢 Micron Technology
📍 Hyderabad