General Information

Req #
Career area:
Hardware Engineering
Monday, June 14, 2021
Working time:

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology for all, so we spend our time building a society that’s brighter and more inclusive. 

And we go big. No, not big—huge.

We’re not just a Fortune Global 500 company, we’re one of Fortune’s Most Admired. We’re in 180 markets, working with 63,000 brilliant colleagues and counting. And we’re known for the world’s most complete portfolio of smart technology, from devices to software to infrastructure.

With our ingenuity, 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

Scope includes:   Serve as the technical lead for establishing a new world-wide cloud support process. Perform root cause corrective action to customer incidents as raised through the customer incident portal with a sense of urgency. Communicate issue management status, with the L2 team, as well as other internal stakeholders, in English.  Escalate issues to development team, by opening Jira tickets, or the tool determined by the team.  Focus on product Customer Experience (CX) by building a repository of resolved customer issues that can be added to the PD (problem determination) trees, as well as communicated back to the product development team.  In addition, the candidate should proactively look for opportunities to implement process improvements that leads to a positive customer sentiment. Learn from previous customer issues, in order to become a subject matter expert for the solutions supported and reduce meantime to resolution. Identify and implement automated processes to improve speed to closure for repetitive tasks (e.g. account creation requests) Use technical skills to perform investigative tasks in order to solve problems quickly and independently  Serve as a connection point between world-wide support teams Technical Skills Required 5+ years’ experience in an engineering or cloud support role Demonstrated experience with Cloud supportKnowledge on distributed tracing and leveraging DataDog Demonstrated ability to query relational and NoSQL databases Ability to navigate AWS accounts Demonstrated ability to perform root cause and define corrective action Experience in a Network Operating Center and establishing success metrics Demonstrated ability in log analysis from cloud hosted software Experience in log analysis for performance issues, configuration errors, or access errors and triage of production events Understanding of Infrastructure as a Service (IaaS) and Platform as a Service (PaaS) Operating Systems: Windows OS and Android Familiarity with JIRA, Confluence Microsoft Office suite Problem Solving: Must have the ability to quickly analyze complex problems, then create and implement solutions. Other Skills Required Strong communicator: English speaking; excellent written and oral skills are a must, as the individual must have the ability to effectively communicate to all levels of staff, management, and customers. Customer Centric Mindset: Must have a “customer first” mentality to ensure customer cases are handled with care (accurately, professionally, and within the SLA outlined in the agreement). Customer Centric: Must be able to handle complaints with positivity Independent and proactive thinker who can manage their own workload Ability to work effectively with wide range of individuals across a diverse and global community Leadership: Utilize expertise to guide and influence people outside department/function to a common goal; work as a technical leader to manage several engineering tasks/projects simultaneously; well organized & detail oriented Bachelor’s degree in a computer discipline preferred.  
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