Lenovo

Responsibilities:

• Incident Management:
  • Respond to escalated incidents from L1 support, providing timely and effective resolution.
  • Diagnose and troubleshoot complex technical problems across various technologies.
  • Perform root cause analysis to prevent recurring incidents.
  • Document incident resolution steps and maintain knowledge base articles.
• Problem Management:
  • Investigate and resolve underlying problems affecting IT services.
  • Proactively identify potential issues and implement preventative measures.
  • Collaborate with other teams to address complex problems.
• Change Management:
  • Implement approved changes to IT systems, following established procedures.
  • Ensure changes are implemented with minimal disruption to services.
  • Validate successful implementation and document changes.
• System Monitoring & Maintenance:
  • Monitor the health and performance of IT systems.
  • Perform routine maintenance tasks to ensure system stability and security.
  • Identify and address performance bottlenecks.
• Technical Expertise:
  • Maintain in-depth knowledge of BMC Control-M, AWS cloud services, Windows and VMS operating systems, and security technologies.
  • Stay current with industry best practices and emerging technologies.
  • Provide technical guidance and mentorship to L1 support engineers.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 3-5 years of experience in IT support, with a focus on AWS, Windows, VMS, and security. BMC Control-M experience will be an added advantage. 
• Strong understanding of ITIL framework and service management principles.
• Excellent analytical, problem-solving, and troubleshooting skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.  
• Relevant certifications (e.g., AWS certification) is a plus.

Key Skills:

• BMC Control-M administration and troubleshooting
• AWS cloud services management and support
• Windows and VMS operating system administration
• Security best practices and implementation
• Incident and problem management
• Change management
• System monitoring and maintenance
• Communication and collaboration