General Information

Req #
WD00034128
Career area:
Services
Country/Region:
India
State:
Karnataka
City:
BANGALORE
Date:
Tuesday, November 8, 2022
Working time:
Full-time
Additional Locations: 
* BANGALORE - Karnataka - India

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology that builds a brighter, more sustainable and inclusive future for our customers, colleagues, communities, and the planet.

And we go big. No, not big—huge.

We’re not just a US$70 billion revenue Fortune Global 500 company, we’re one of Fortune’s Most Admired. We’re transforming the world through intelligent transformation, offering the world’s most complete portfolio of smart devices, infrastructure, and solutions. With more than 71,500 employees doing business in 180 markets, we help millions—not just the select few—experience our version of a smarter future.

The one thing that’s missing? Well… you...

Description and Requirements

  • L2 level administrative and implementation support on hybrid cloud platform.
  • Research, troubleshoot and resolve technical issues involving, Azure Cloud Services, Microsoft 365, along with other Cloud & SaaS Products.
  • Document all technical inquiries and develop content for knowledge base.
  • Support key internal initiatives involving pre-release testing, validation, and documentation.
  • Provide highly technical end-user support to clients via telephone, email, and ticketing system.
  • Collaborate in a fast-paced environment with multiple internal teams for account & subscription management.
  • Work 3PO wherever needed to support the scenarios.
  • Work with Global Team Leads from Sale, Billing, and other LOBS.
  • Serve as the primary point of contact for Cloud Service, and overall problem resolution responsible for end-to-end case management.
  • Resolve complex, collaborative calls working with teams.
  • Ensure customer incident resolution at industry leading incident closure rates.
  • Maintain outstanding customer satisfaction scores, with the professional communications and soft skills necessary to defuse difficult customer situations and work to problem resolution.
  • Accurately diagnose problem severity levels and prioritize call loads appropriately.
  • Recreate customer issues when needed, using logs, system management tools, and industry standard problem resolution tools and protocols.
  • Generate accurate, high quality trouble ticket, incident documentation, and knowledgebase updates, as well as other customer and problem documentation as required.
  • Generating reports from Monitoring and management tools on daily basis.
  • Escalation to next level for support on issues related to all environments (Production, Test and Development).
  • Working with the Ticket Management tool to manage tickets. Follow Change Management process and Incident Management tickets for all the production, development, and test environment server activities.
  • Keeping up to date with technology trends and developments.
  • Work closely with service delivery team and ensure the agreed KPIs with customers are met.

Always ensure customer satisfaction

* BANGALORE - Karnataka - India