General Information

Req #
WD00079509
Career area:
Services
Country/Region:
India
State:
Karnataka
City:
BANGALORE
Date:
Wednesday, March 12, 2025
Working time:
Full-time
Additional Locations: 
* India - Karnātaka - Bangalore
* India - Karnātaka - BANGALORE

Why Work at Lenovo

We are Lenovo. We do what we say. We own what we do. We WOW our customers. 

Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY). 

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.

Description and Requirements

Key Responsibilities

  • Manage a team of 10-20 Premier support Level 1 engineers.
  •  Manage daily premier support operations.
  • Weekly Review of Key KPI and Weekly Progress Update
  • RRR (Repeat Repair Rate) & PPSN R (Parts per SN- Requested)
  • Voice SLA, SR(Service Request)-SO(Service Order) TAT
  • Open Calls, Care Calls, FOC(Fix on Channel)
  • L1 Engagement- Weekly/Monthly/Round Table
  • L2/L1.5/QDTS( TAT review/Escalation Cases Review
  • Ticketing Tools usage support.
  • Leave Management (Checking and managing leaves with TSM.)
  • Own and execute FA(Failure Analysis) with the collaboration of RL2(Region L2)
  • Escalations handling. Which includes On Call Escalation & Off Call Escalation from L2/TAM/Business
  • Escalations handling and Engagement with Customer/Business/PE/Region L2
  • Daily Open Cases and Care Call Follow-up and closure support.

 

Education and Work Experience

  • A full-time Degree in IT or Hardware engineering or a related discipline.
  • Ten to Twelve (12) years of experience in PC/Hardware support business.
  • Five to seven (5-7) years' experience in a people management role managing agent performance, KPI’s, and daily deliverables.
  • Excellent communication and interpersonal skills.
  • Should have good customer relations and engagement skills.

 

Benefits

  • Competitive compensation package.
  • Hybrid work model.
  • Medical Coverage & more

Additional Locations: 
* India - Karnātaka - Bangalore
* India - Karnātaka - BANGALORE
* India
* India - Karnātaka
* India - Karnātaka - Bangalore , * India - Karnātaka - BANGALORE

NOTICE FOR PUBLIC

At Lenovo, we follow strict policies and legal compliance for our recruitment process, which includes role alignment, employment terms discussion, final selection and offer approval, and recording transactions in our internal system. Interviews may be conducted via audio, video, or in-person depending on the role, and you will always meet with an official Lenovo representative.
 
Please beware of fraudulent recruiters posing as Lenovo representatives. They may request cash deposits or personal information. Always apply through official Lenovo channels and never share sensitive information. Lenovo does not solicit money or sensitive information from applicants and will not request payments for training or equipment.
 
Kindly verify job offers through the official Lenovo careers page or contact IndiaTA@lenovo.com. Stay informed and cautious to protect yourself from recruitment fraud. Report any suspicious activity to local authorities.
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