Lenovo

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.