Lenovo

Experience & Skills:

• Education: Bachelor’s degree or equivalent in technology is preferred.
• Experience: Minimum of 8-10 years of relevant experience in IT Infrastructure Support – Hands-on Experience in supporting Middleware technology products supported on Linux / Unix / Wintel platforms preferably with multiple client’s landscape and technology landscapes (Unix, Linux, Windows, Cloud).
• Deployment, Configuration, Administration and troubleshooting of WAS/WebLogic/JBoss/Tomcat application
• Application deployment experience of J2EE applications, war and web containers in non-prod and prod-environments
• Good Understanding and experience on REST, SOAP, XML and Adapters
• Hands-on experience on working in Windows, Linux or Unix platforms distributed enterprise environment
• Experience working with change management tools & ITSM processes
• Experience in troubleshooting & performance tuning of WAS /Apache /Tomcat / JBoss /IIS servers
• Basic knowledge of Unix / Linux / Basic Bash Scripting
• Hands-on knowledge of Java, Python, Ansible, Bit Bucket etc.
• Understanding or working knowledge of virtualization, cloud computing technologies, Kubernetes and Security best practices
• Experienced in supporting heterogeneous IT environment for large/medium Manage Service accounts.
• Monitoring & administration on cloud environment will be added advantage.
• Understanding of Cloud Platform - AWS / Azure
• Should have worked in a remote infra support set up – understand nuances of Remote Support.
• Relevant expert level technical certifications are preferred.
• Good understanding of ITIL (Information Technology Infrastructure Library) principles
• Excellent command over verbal & written English Language
• Experience with various service delivery and monitoring tools
• Good Communication and presentation skills
• Ability to work for large organization in a complex and heterogeneous IT environment
• Ability to work across Geographies and multi-cultural environments.

Job Deliverables:

Technical Support & capability building:

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

Troubleshooting & performance tuning of WAS /Apache /Tomcat / JBoss /IIS servers

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

Handle Technical escalations & crisis Management.

Participate in Data center support, disaster recovery (inc. migration) & Mock drill, BCP Enablement activities

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 Middleware 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.