Incident Management Shift Lead Full Time

Lenovo is a US$83 billion revenue global technology powerhouse, ranked #196 in the Fortune Global 500, 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 with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

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.

This job requires a 6 days work week and rotational shifts

Job Responsibilities

• Monitoring service performance as per KPI and SLA
• Incident and Problem Management with Root Cause Analysis documentation
• Create SOPs and confluence document of required process/procedure for reference purpose
• Arrange KTs and Training sessions as per requirements to improve performance to achieve customer satisfaction
• Ensure that specific and measurable targets are developed for all IT services
• Monitor and improve customer satisfaction with the quality of service delivered
• Monitor service performance against SLAs
• Ensure that IT and the customers have a clear and unambiguous expectation of the level of service to be delivered
• Ensure that proactive measures to improve the levels of service delivered are implemented wherever it is cost-justifiable to do so
• Review and revise underpinning agreements and service scope, Produce service reports
• Should be flexible to work in rotational shifts
• People management includes roster management, performance management, attendance management
• Ensure team performance target should possess the client satisfaction and as per KPI and SLAs
• Manage the incidents, problems, escalations etc. with quick resolution and should maintain the root cause analysis documentation for reference purposes.

Other Requirements

• 4-8 years of service delivery experience
• Graduate in any discipline
• Shows great commitment to the work
• Knowledge of ITIL framework understanding.
• PMP/GB/BB Certificate would be preferred
• Strong Interpersonal skills, tenacity and flexibility
• Proficient in MS Word, Excel, Access, PowerPoint
• Ability to manage and prioritize tasks efficiently
• Readiness to demonstrate a proactive attitude
• Excellent verbal and written communication skills

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.