General Information

Req #
WD00034154
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

  • Manage the RIM shifts and team to ensure the 24x7 RIM operations are smooth, ensuring the achievement of all Key Performance Indicators (KPIs)
  • Co-ordinating with Technical, Security, services team leads
  • Ensuring all works are happening as per schedule.
  • Contribute to the creation and implementation of best practice.
  • Supervise day-to-day operations of the 24x7 support team
  • Accurately prioritizing incident, request and problem cases in real time based on existing SLA definitions
  • Effectively managing crisis scenarios (ex: service interruptions, urgent production bugs, escalation requests)
  • Effectively leveraging team members to meet SLAs in times of higher ticket volumes to minimize missed support opportunities
  • Being the technical and soft skills, ensuring that established processes and procedures are followed
  • Promoting effective communication between team members
  • Being the Point of Contact for internal and customer questions during the shift
  • Working high priority cases and reviewing escalated cases to ensure no high priority cases were missed
  • Works with customer operations teams to ensure good coordination of IT changes without impacting business processes.
  • Define, document, agree, monitor, measure, report and review the level of IT services provided
  • Monitor and improve customer satisfaction with the quality of service delivered
  • Monitor service performance against SLAs
  • Ensure that proactive measures to improve the levels of service delivered are implemented wherever it is cost-justifiable to do so
  • Review and revise underpinning agreements and service scope
  • Produce service reports
  • Conduct service reviews and instigate improvements within an overall Service Improvement Plan

* BANGALORE - Karnataka - India