General Information

Req #
WD00034274
Career area:
Services
Country/Region:
India
State:
Karnataka
City:
BANGALORE
Date:
Wednesday, October 12, 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

Lenovo (HKSE: 992) (ADR: LNVGY) is a US$60 billion revenue Fortune Global 500 company serving customers in 180 markets around the world. Focused on a bold vision to deliver smarter technology for all, we are developing world-changing technologies that power (through devices and infrastructure) and empower (through solutions, services and software) millions of customers every day and together create a more inclusive, trustworthy and sustainable digital society for everyone, everywhere. To find out more visit https://www.lenovo.com,and read about the latest news via our StoryHub.


Experience & Skills:

  • Education: Bachelor’s degree or equivalent in technology is preferred.
  • Experience: Minimum of 16+ years of relevant experience in Remote Service Delivery Operations, and minimum 6 years of experience in managing a NOC/SOC/RIM
  • preferably with multiple customer landscape and NOC-SOC environment
  • Proficiency in NOC & SOC Managing and Implementing the international standard process, Datacenter migration, Continues Improvement (SIP), Risk Optimizes, CAPA, Business Continuity, Disaster Recovery Planning, etc.
  • Demonstrated abilities in setting up and running Remote Support Centers and mature operations.,
  • Experience in Global Remote Infrastructure Management support and in Onsite, Off site and Hybrid model project
  • Worked as network/System engineer in the past and organically grown to lead the team.
  • Demonstrated experience leading teams in a high-pressure environment
  • Demonstrated experience with IT Service Management (ITSM) process development
  • Demonstrated experience developing and managing to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
  • Excellent knowledge of IT networks, ISP Services, Dynamic Routing Protocols, VoIP, Network Management, Routers, Switches, Servers, Storage & Backup, DBs, Middleware, VMs, Cloud (AWS, Azure, GCP)
  • Experience in managing teams in a 24/7 environment
  • Experience in managing vendor relationships and support
  • Demonstrated ability to multi-task and manage multiple initiatives/projects in the execution of daily operations
  • Demonstrated telephone, communications, interpersonal skills and ability to follow established guidelines, policies, and procedures
  • Highly skilled in analysis of and documentation of root-cause analysis
  • Advanced knowledge of tools used in monitoring the network including Remedy, Zabbix and Cacti.
  • Ability to supervise and motivate others
  • Ability to work with others to resolve problems, handle requests or situations
  • Experienced in supporting heterogeneous IT environment for Large / medium Manage Service accounts.
  • Proficient in Reporting and Visualisation Tools
  • Good understanding of ITIL (Information Technology Infrastructure Library) principles and ITIL Foundation certified.
  • Excellent verbal and written communication skills, including the ability to explain technical concepts and technologies to senior leaders, and business concepts
  • Experience in implementing and maintaining Best Practice” (ITIL) technology and processes to ensure high customer satisfaction and good technical outcomes.
  • Experience in coordinating with different teams geographically.
  • Able to adapt to quick requirements change and produce fast solutions.
  • Ability to adhere to policies & procedures.
  • Knowledge of monitoring & ticketing tools
  • Good experience in MIS reporting
  • Excellent Conflict Management skills
  • Excellent Analytical and Problem-solving skills
  • Non-excitable, calm under pressure.
  • Customer focused, sensitive to customer needs, their critical business cycles, and schedules.
  • Possess a pro-active posture and committed to continuous improvement
  • Experience with various service delivery tools
  • Ability to work for large organization in a complex and heterogeneous IT environment
  • Ability to work across Geographies and multi-cultural environments.

Job Deliverables:

  • Provides leadership for the NOC in a 24/7 operating environment
  • Develop staffing and skills matrix to ensure depth and breadth of coverage for all NOC shifts
  • Maintain constant vigilance and situational awareness of all incidents, escalations, and events
  • Create operational dashboards, reports, and other visual and quantitative management tools to track and report on network & System uptime, service interruptions, and other service level and KPI metrics
  • Assist in developing and maintaining IT governance processes, documentation, and recommend automation tasks to eliminate manual processes
  • Defines and documents process and process improvement within the NOC
  • Ensures timely and accurate notification of network issues are being communicated to the business and that all outages are being escalated accordingly with our vendor/carrier partners.
  • Collaborates with other internal teams to ensure procedures are properly documented and executed within the NOC
  • Recommends technology strategies, policies, and procedures
  • Responsible for day-to-day activities of the DC & Network Operations technical staff and DC & network performance issues
  • Leads team of technical (Platform, Storage, Network, Infra Security, DB, Middleware and Cloud) engineers with the goal of restoring service remotely and with urgency.
  • Meets very aggressive network availability, MTTR, and ticket handling objectives while providing hands-on leadership during network events.
  • Drives technical staff to monitor and resolve customer issues and accomplish objectives by being a role model to impress upon staff to be self-motivated with the ambition to problem-solve, learn, and create their own mechanisms for resolving issues and most importantly, communicate effectively with the ability to work in a team environment.
  • Escalation point of contact for all major issues.
  • Responsible for staying on top of all events, incident, and requests/change management for their discipline.
  • Ensures that all process and procedures have been implemented, understood, and followed for their responsible shift.
  • Ability to multi-task and solve multiple trouble issues simultaneously in a high stress environment.
  • Coach and mentor teams to ensure personnel are working issues as efficiently and accurately as possible in a team oriented professional culture.
  • Ensure all Root Cause Analysis (RCAs) are completed accurately and timely, with the ability to present to executive leadership.
  • Participates in change control committee, providing input into all changes/additions to network to ensure minimal disruption to production system.
  • Resolves any scheduled maintenance or major outage issues escalated from direct reports
  • Work with the relevant stakeholders and the team to carefully plan, design and deploy with continual improvements to service quality.

* BANGALORE - Karnataka - India