Lenovo

Job Deliverables:

Solutioning:

Solution & technical leader for IT outsourcing deals, from initial bidding, through to contract finalization & transition into service.

Manage Windows, Linux, UNIX, DB, Network, Security, Storage & Backup, Cloud, SAP and End User SMEs and technical teams.

Responsible for Manage Services Solutions to large sized customers

Ability to work for large organization in a complex IT environment

Collaborating with technical design teams to set standards for software, hardware, and security

Active participation in CAB (Change Advisory Board) from technical standpoint.

Technical Support & capability building:

Handle Technical Problem & crisis Management.

Experienced in Data centers, disaster recovery (inc. migration) & Mock drill, BCP Enablement activities

Experienced in managing large Manage Service accounts and operations, deep SME support and client value add.

Taking accountability for service delivery performance, meeting customer expectations, and driving future demand

Keeping up to date with industry trends and developments.

Responsible to drive, meet and exceed the agreed KPIs with customers, publishing dashboards, analytics, reducing process gaps, process re-engineering and process quality

Drive Ops excellence focus on BMS, Cost/CX/KPI improvement.

Technical team handling:

• Lead the team for ongoing managed 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 service delivery
• 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; 8-10 Years IT Infrastructure Structure Support – preferably with multiple client’s landscape.
• Technical Team management – Experienced in mentoring, coaching, and enabling the tech team across towers.
• Mastery of ITIL (Information Technology Infrastructure Library) principles
• Excellent command over verbal & written English Language
• Experience with various service delivery technical tools like ITSM, NMS, ITAM etc.
• Skilled in MS productivity tools viz MS Excel, MS Word, PPT etc.
• 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.