General Information

Req #
Career area:
Wednesday, February 1, 2023
Working time:
Additional Locations
* 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

Experience & Skills:

  • Education: Bachelor’s degree or equivalent in technology is preferred.
  • Experience: 12+ years working experience; 6-8 Years Hands-on experience in IT Infrastructure Support/implementation – Microsoft Technology preferably with multiple client’s landscape and technology landscapes (Windows Server, AD, Hyper-V, SCCM, Intune, cluster, and other Microsoft Suites).
  • Experience on VMware, Citrix, Cloud administration will be added advantage.
  • Experienced in mentoring, coaching, and enabling the tech engineers within Microsoft technology tower.
  • Should have worked in a remote infra support set up – understand nuances of Remote Support.
  • Relevant expert level technical certifications in Microsoft Domain- MCSA/MCSE/Cloud Certification
  • 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.
  • Reporting and Presentation skills
  • Persistent, detail oriented, able to multitask
  • Ability to work across Geographies and multi-cultural environments.

Job Deliverables:

Technical Support & capability building:

Responsible for Microsoft Technology Implementation and support to Small and Mid-sized customers

Ability to work for large organization in a complex and heterogeneous IT environment

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.

Taking accountability for Technical escalations, Major Incident Management and meeting technology support needs based on the customer deliverables.

Keeping up to date with technology trends and developments.

Responsible to mentor the L1/L2 team to build an appropriate support capability in line with the service offerings and customer technology landscape.

Responsible for technical engagement and escalation management with the support partners and OEMs for Microsoft Technology Tower.

Work closely with service delivery team and ensure the agreed KPIs with customers are met.

Prepare the RCAs and technical analysis on time for all P1 tickets and on need basis.

Provide feedback on necessary improvements and process re-engineering to Technical Domain Leads.

Technical team handling:

  • Lead the Implementation and Support service opportunities - Being transparent with the team about challenges, failures, and successes.
  • Proficiency in working with 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 Domain Engineers
  • Always ensure customer satisfaction
  • Prepare documentation to record and track SLA performance and other reporting requirements
  • Provides technical feedback on engineers to improve individual performance and overall service delivery.
  • Experience in dealing with third party-provided services & partner management.

Additional Locations
* India
* India