IT Incident Management Engineer - Morrisville, NC

About the Position

Lenovo's Solutions & Services Group (SSG) isa business unit focused on delivering end-to-end IT solutions and services.It combines Lenovo's hardware and software expertise to offer services like attached services, managed services, and "as a Service" (AaS) offerings.SSG aims to help customers achieve their business outcomes by integrating various IT solutions and optimizing their technology investments.

In the IT Incident Management Engineer role, you will be the primary coordinator for resolving major IT incidents, ensuring rapid response, clear communication to stakeholders, thorough root cause analysis, and follow up the actions to prevent future occurrences.

Key Responsibilities

• End-to-end IT major incident management: coordinate support resources, drive solution delivery, and ensure timely communication regarding resolution
• Participate in a 24/7 on-call rotation to provide immediate response and coordination for critical IT incidents
• Provide timely communication to stakeholders and Executives
• Conduct Fu Pan (after-action review meeting): drive related support teams to deep dive for root cause and identify preventative/improve action plan
• Create, update and consolidate Knowledge Documents and solution documentation
• Prepare Major Incident Reports (weekly, monthly, quarterly)
• Leverage IT Intelligent Operation Tools and Platforms, identify process and product improvements, and provide workable resolutions
• Enrich team Knowledge Base in SharePoint, ServiceNow and applications
• Support greater team and work in global organization

Basic Qualifications

• Bachelor's degree in Computer Science, Engineering, Information Technology/Science or related field is required
• 3+ years of Experience in IT Operations

Preferred Qualifications

• 5+ years of Experience in IT Operations for a global organization
• 5+ years of Experience with IT Infrastructure: Network, Server, Database
• Experience participating in 24/7 incident response
• Experience building custom reports and pulling data from different sources: SAP S4 HANA, Power BI, SCM products, SharePoint, CRM tools
• Experience utilizing BI Tools (Power BI/Tableau/Qlik) and Excel
• Ability to utilize SQL queries
• Excellent communication skills both written and verbal
• Sense of urgency and ability to employ tact for sensitive issues
• Outstanding stakeholder, partner, and vendor management skills
• Cultural Competency working across Chinese, American, Desi, European, and South American cultural contexts, ensuring messages are communicated with clarity and tact
• Ability to build and manage relationships with internal and external partners
• Experience managing and communicating expectations across different levels (i.e., Executives)
• ITIL Certification or Advanced Degree a plus

The base salary budgeted range for this position is $85-95k. Individuals may also be considered for bonus and/or commission. This is a hybrid position 3 days per week at our Morrisville location.