Lenovo

Experience & Skills:

• Education: Bachelor’s degree or equivalent in technology is preferred.
• Experience: 10-12 years working experience; 8-10 Years IT Infrastructure Structure Support – Network and Infra Security Technology preferably with multiple client’s landscape and technology landscapes (Switching, Routing, WLAN, SDWAN, SDN, Firewall, Proxy, IoT, Cloud, etc.).
• Technical Team management – Experienced in mentoring, coaching, and enabling the tech team within Network and Security technology towers.
• CCIE or equivalent certifications is preferred
• Knowledge of ITIL (Information Technology Infrastructure Library) principles
• Excellent command over verbal & written English Language
• Experience with various service delivery technical tools
• Excellent Reporting and Presentation skills
• Persistent, detail oriented, able to multitask

Job Deliverables:

Technical Support & capability building:

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, deep SME support and client value add.

Taking accountability for Technical Domain team performance, meeting technology support needs based on the customer deliverables, Major Incident Management and driving future technology demand for Network & Security Technology Domains.

Keeping up to date with technology trends and developments.

Responsible to build a technical team with an appropriate support capability in line with the service offerings and customer technology landscape.

Ensure the appropriate bulge mix of L1, L2 & L3 skills for Implementation and Support in Network and Security Technology Domains.

Responsible to plan and train the technical team time to time to meet the upcoming technical demands and support needs.

Responsible for planning and achieving the necessary certifications both technical and process based on the business requirements for Network and Security Technology Tower.

Responsible for technical engagement and relationship building with the support partners and OEMs for Network and Security Technology Tower.

Work closely with service delivery team and ensure the agreed KPIs with customers are met, RCAs and technical analysis are completed on time, necessary improvements and process re-engineering are planned and executed.

Technical team handling:

• Lead the Technical Domain tower team for ongoing Implementation and Support service opportunities - Being transparent with the team about challenges, failures, and successes.
• Delegating tasks and achieving daily, weekly, and monthly goals.
• Proficiency in leading 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 Technical Domain Tower
• Always ensure customer satisfaction
• Prepare documentation to record and track SLA performance and other reporting requirements
• Provides technical feedback on process issues to improve overall service delivery.
• Experience in dealing with third party-provided services & vendor management.