General Information
Req #
WD00077034
Career area:
Information Technology
Country/Region:
India
State:
Karnataka
City:
BANGALORE
Date:
Friday, January 10, 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
Roles & Responsibilities
For internal customer support:
- Site IT service delivery Engineer to maintain localized IT service KPI, especially for customer satisfaction through driving for resolution and customer voice end to end following up
- Customer Care Specialist, drive local on-demand requirement & solutions with subject matter expertise
- Executor & support Regional/Global Projects & Needs
- Responsible for effective and consistent communication with reginal employees and regular service report delivery for site business mgmt team
- Addressing queries and issues pertaining to our software, tools & applications
- Monitor Track and Report incident received on a daily basis through ITSM
For external customer support:
- Business development role or pre-sales support role for promoting Lenovo application related offering in AP market
- Service delivery role for external customer after Lenovo sign application related contract
Technical Skills
- Good working knowledge of Microsoft Product range multiple Win OS versions, MS Office, o365, Teams, UiPath, Onedrive, Active Directory, DHCP
- Good customer facing related communication skills (verbal & written) for Lenovo internal or external customer
- Good working knowledge of SAP or Splunk supporting knowledge, better to understand self-development tech. skill eg: Java, Python, PG SQL. capable for troubleshooting the application dependency issues
- Good understanding of ITIL Concepts and IT Operations procedures
- Able to understand knowledge into Hardware Support (Printer, System Assembling and Disassembling)
- Able to understand Windows and Linux based Server management including monitoring knowledge is additional
Key Deliverables
- Deliver resolutions for deskside & basic Network environment & provide application technical solutions
- Guide and manage Contract IT team of 2-5 members
- Co-ordinates with central IT teams for major IT issues and outages
- Recognizes and resolves the L1.5, L2 issues using existing tools and methodologies to solve problems. Ensures reported issues are resolved and action plan explained to user and obtain satisfaction report
- Ability to contribute independently & ability to interact and initiate dialogue with internal users
- Ability to do professional training and presentation to his peers and internal customers on programs and processes
- Ability to deliver offering promotion material and pr-sales support presentation
- Ability to set up and maintain relationship with both internal and external customer
Technical Team Handling
- 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
- Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
- 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 & Skills
- Education: Bachelor’s degree or equivalent in technology is preferred
- Experience: 10+ years working experience; 5+ Years IT application related support experience
- Technical Team management – Experienced in mentoring, coaching, and enabling the tech team
- Mastery of ITIL (Information Technology Infrastructure Library) principles
- Skilled in MS productivity tools viz MS Excel, MS Word, PPT etc
- Persistent, detail oriented, able to multitask
- Ability to work across Geographies and multi-cultural environments
Additional Locations: * India - Karnātaka - Bangalore
* India - Karnātaka - BANGALORE
* India
* India - Karnātaka
* India - Karnātaka - Bangalore , * India - Karnātaka - BANGALORE
NOTICE FOR PUBLICAt 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.
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