Lenovo

Experience & Skills:

• Education: Bachelor’s degree or equivalent in technology is preferred.
• Experience: Minimum of 15+ years of relevant experience in Service Delivery Tools (ITSM, ITAM, Remote Management, NMS, Automation, etc.) Implementation, Configuration, Customisation, Integration, Maintenance, Administration.
• Minimum 6 years of experience in managing a Tools and Automation team, preferably with multiple technology landscape
• Demonstrated abilities in setting up and delivering automation frameworks and solutions.
• Demonstrated experience leading teams in a high-pressure environment
• Demonstrated experience with IT Service Management (ITSM) process development
• Experience delivering RPA solutions.
• Preferred to have ands on experience developing bots in Blue Prism, Automation Anywhere, etc.
• Experience with DevOps practice
• Experience with formal change control and defect management disciplines
• 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
• Advanced knowledge of tools used in monitoring the network including ServiceNow, SolarWinds, PRTG, Everest, Sapphire IMS, Symphony Summit, Automation Anywhere, ManageEngine, BluePrism, etc.
• Deep knowledge of industry leading automation products capabilities and technical requirements.
• Ability to teach and coach automation skills to less experienced team members
• 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.
• 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.
• 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:

• Manage new automation initiatives from concept to deployment phase, work closely with all the stakeholders.
• Ensure timely development of tool & support market deployment.
• Automation Project delivery in varied IT platform & technologies, integration technologies and other platforms.
• Evaluate new tools vs capability transfer of AS IS tool landscape, provide recommendations and drive development and deployment.
• Assess automation opportunity from technical perspective and perform due diligence to arrive at an optimal solution.
• Program management with key stake holders with respect to Solution Designing, program plan, schedule, execution, control and escalation management.
• Provides leadership for the Tools & Automation team in a 24/7 operating environment
• Assist in developing and maintaining IT governance processes, documentation, and recommend automation tasks to eliminate manual processes
• Recommends Automation technology strategies, policies, and procedures
• Responsible for day-to-day activities of the Tools and Automation technical team and functional and performance issues of the deployed and supporting Tools
• Escalation point of contact for all Tools and Automation related issues.
• Ability to multi-task and solve multiple trouble issues simultaneously in a high stress environment.
• Coach and mentor teams to ensure personnel are working as efficiently and accurately as possible in a team oriented professional culture.
• Work with the relevant stakeholders and the team to carefully plan, design and deploy with continual improvements to service quality.