General Information

Req #
WD00019790
Career area:
Services
Country/Region:
India
State:
Karnataka
City:
BANGALORE
Date:
Monday, March 21, 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

Job Deliverables:

Solutioning:

  • Solution & technical leader for Server Technology Tower from initial bidding, through to contract finalization, Implementation, and transition into service.
  • Manage Windows, Linux, UNIX, VM, DB, and Middleware   SMEs and technical teams.
  • Responsible for Server Technology Solutions and support to Mid and Large sized customers
  • Ability to work for large organization in a complex and heterogeneous IT environment
  • Collaborating with technical design teams to set standards for server technology domains
  • Active participation in CAB (Change Advisory Board) from technical standpoint.


Technical Support & capability building:

  • Handle Technical escalations & crisis Management.
  • Experienced in Data centers, disaster recovery (inc. migration) & Mock drill, BCP Enablement activities
  • Experienced in supporting heterogeneous IT environment for large Manage Service and System Integration accounts, deep SME support and client value add.
  • Taking accountability for Technical Domain team performance, meeting technology support needs based on the customer deliverables, Major Incident Management and driving future technology demand for Server Technology Domains.
  • Keeping up to date with technology trends and developments.
  • Responsible to build a technical team with an appropriate support capability in line with the service offerings and customer technology landscape.
  • Ensure the appropriate bulge mix of L1, L2 & L3 skills for Implementation and Support in Server Technology Domains.
  • Responsible to plan and train the technical team time to time to meet the upcoming technical demands and support needs.
  • Responsible for planning and achieving the necessary certifications both technical and process based on the business requirements for Server Technology Tower.
  • Responsible for technical engagement and relationship building with the support partners and OEMs for Server Technology Tower.
  • Work closely with service delivery team and ensure the agreed KPIs with customers are met, RCAs and technical analysis are completed on time, necessary improvements and process re-engineering are planned and executed.


Technical team handling:

  • Lead the Technical Domain tower team for ongoing Implementation and Support service opportunities - Being transparent with the team about challenges, failures, and successes.
  • Delegating tasks and achieving daily, weekly, and monthly goals.
  • Proficiency in leading both physical and virtual teams
  • Identifying risks and forming contingency plans as soon as possible.
  • Motivating staff and creating a space where they can ask questions and voice their concerns.
  • Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
  • Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
  • Analyzing third-party as well as internal processes and creating strategies for service delivery optimization
  • Providing accurate and regular reports to the management on performance of the Technical Domain Tower
  • Ensure customer satisfaction at all times
  • Prepare documentation to record and track SLA performance and other reporting requirements
  • Provides technical feedback on process issues to improve overall service delivery.
  • Experience in dealing with third-party-provided services & vendor management.

Experience & Skills:

  • Education: Bachelor’s degree or equivalent in technology is preferred.
  • Experience: 15-18 years working experience; 10-12 Years IT Infrastructure Structure Support – Server Technology preferably with multiple client’s landscape and technology landscapes (Windows, Linux, Unix, VM, and Cloud).
  • Technical Team management – Experienced in mentoring, coaching, and enabling the tech team within server technology towers.
  • Mastery of ITIL (Information Technology Infrastructure Library) principles
  • Excellent command over verbal & written English Language
  • Experience with various service delivery technical tools
  • Skilled in MS productivity tools viz MS Excel, MS Word, PPT etc.
  • Excellent Reporting and Presentation skills
  • Persistent, detail oriented, able to multitask
  • Should have worked in a remote infra support set up – understand nuances of Remote Support.
  • Ability to work across Geographies and multi-cultural environments.

* BANGALORE - Karnataka - India