Lenovo

Job Deliverables:

Solutioning:

Solutioning and Technical support for Microsoft Technology Tower from initial bidding, through to contract finalization, Implementation, and transition into service.

Manage Microsoft and VM technical Engineers

Responsible for Microsoft Technology Solutions and support to Small and Mid-sized customers

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

Active participation in CAB (Change Advisory Board) from technical standpoint.

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 technical support and client value add.

Taking accountability for Technical Domain team performance, meeting technology support needs based on the customer deliverables, Incident Management and preparing team for future technology demand for Microsoft Technology Domains.

Keeping up to date with technology trends and developments.

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

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

Responsible for motivating the team and achieving the necessary certifications both technical and process based on the business requirements for Microsoft Technology Tower.

Responsible for technical engagement and escalation management with the support partners and OEMs for Microsoft 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 Tower Leaders.

Technical team handling:

• Lead the Domain engineers for ongoing Implementation and Support service opportunities - Being transparent with the team about challenges, failures, and successes.
• 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 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

Experience & Skills:

• Education: Bachelor’s degree or equivalent in technology is preferred.
• Experience: 10-12 years working experience; 8-10 Years Hands-on experience in IT Infrastructure Support/implementation – Microsoft Technology preferably with multiple client’s landscape and technology landscapes (Windows Server, AD, Hyper-V, SCCM, Intune, cluster, VMware, Citrix, Cloud, and other Microsoft Suites).
• Technical Team management – Experienced in mentoring, coaching, and enabling the tech engineers within Microsoft technology tower.
• Should have worked in a remote infra support set up – understand nuances of Remote Support.
• Relevant expert level technical certifications in Microsoft Domain
• Mastery of ITIL (Information Technology Infrastructure Library) principles
• Excellent command over verbal & written English Language
• Experience with various service delivery technical tools
• Skilled in MS productivity tools viz MS Excel, MS Word, PPT etc.
• Good Reporting and Presentation skills
• Persistent, detail oriented, able to multitask
• Ability to work across Geographies and multi-cultural environments.