General Information

Req #
WD00034128
Career area:
Services
Country/Region:
India
State:
Karnataka
City:
BANGALORE
Date:
Tuesday, November 8, 2022
Working time:
Full-time
Additional Locations: 

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$62 billion revenue global technology powerhouse, ranked #217 in the Fortune Global 500, employing 77,000 people around the world, 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 by further expanding into growth areas that fuel the advancement of ‘New IT’ technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services.

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

  • L2 level administrative and implementation support on hybrid cloud platform.
  • Research, troubleshoot and resolve technical issues involving, Azure Cloud Services, Microsoft 365, along with other Cloud & SaaS Products.
  • Document all technical inquiries and develop content for knowledge base.
  • Support key internal initiatives involving pre-release testing, validation, and documentation.
  • Provide highly technical end-user support to clients via telephone, email, and ticketing system.
  • Collaborate in a fast-paced environment with multiple internal teams for account & subscription management.
  • Work 3PO wherever needed to support the scenarios.
  • Work with Global Team Leads from Sale, Billing, and other LOBS.
  • Serve as the primary point of contact for Cloud Service, and overall problem resolution responsible for end-to-end case management.
  • Resolve complex, collaborative calls working with teams.
  • Ensure customer incident resolution at industry leading incident closure rates.
  • Maintain outstanding customer satisfaction scores, with the professional communications and soft skills necessary to defuse difficult customer situations and work to problem resolution.
  • Accurately diagnose problem severity levels and prioritize call loads appropriately.
  • Recreate customer issues when needed, using logs, system management tools, and industry standard problem resolution tools and protocols.
  • Generate accurate, high quality trouble ticket, incident documentation, and knowledgebase updates, as well as other customer and problem documentation as required.
  • Generating reports from Monitoring and management tools on daily basis.
  • Escalation to next level for support on issues related to all environments (Production, Test and Development).
  • Working with the Ticket Management tool to manage tickets. Follow Change Management process and Incident Management tickets for all the production, development, and test environment server activities.
  • Keeping up to date with technology trends and developments.
  • Work closely with service delivery team and ensure the agreed KPIs with customers are met.

Always ensure customer satisfaction

Additional Locations: 

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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