Lenovo

• Serve as the technical lead for cloud-based solutions such as Freestyle, Lenovo Device Management, and Commercial cloud solutions.

• Perform root cause corrective action to customer incidents as raised through the customer incident portal with a sense of urgency.

• Communicate issue management status, with the L2 team, as well as other internal stakeholders, in English.

• Escalate issues to development team, by opening Jira tickets, or the tool determined by the team.

• Focus on product Customer Experience (CX) by building a repository of resolved customer issues that can be added to the PD (problem determination) trees, as well as communicated back to the product development team. In addition, the candidate should proactively look for opportunities to implement process improvements that leads to a positive customer sentiment.

• Learn from previous customer issues, in order to become a subject matter expert for the solutions support and reduce meantime to resolution.

• Think with a customer/IT admin mindset

• Use technical skills to perform investigative tasks in order to solve problems quickly and independently

• Serve as a connection point between world-wide support teams

• Bachelor’s degree in a computer discipline preferred.

• 3+ years of experience in providing support for Cloud based solutions

o Knowledge on distributed tracing and leveraging DataDog

o Demonstrated ability to query relational and NoSQL databases

o Ability to navigate AWS accounts

• 3+ years of experience with debugging issues on the Windows and Android platforms.

• 3+ years of experience in performing root cause and defining corrective action

• 3+ years of experience in performing log analysis from cloud hosted software

• 3+ years of experience in analyzing logs for performance issues, configuration errors, or access errors and triage of production events

• 3+ years of experience with facilitating internal/external customers in order to establish troubleshooting and RCA

• Knowledge and understanding of Infrastructure as a Service (IaaS) and Platform as a Service (PaaS)

• Strong communicator: English speaking; excellent written and oral skills are a must, as the individual must have the ability to effectively communicate to all levels of staff, management, and customers.

• Customer Centric Mindset: Must have a “customer first” mentality to ensure customer cases are handled with care (accurately, professionally, and within the SLA outlined in the agreement).

• Customer Centric: Must be able to handle complaints with positivity

• Independent and proactive thinker who can manage their own workload

• Ability to work effectively with wide range of individuals across a diverse and global community

• Experience with both Windows and Android operating systems

• Familiarity with JIRA, Confluence

• Microsoft Office suite