Operations Manager

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$69 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.

• Good written and verbal communication
• Manage the Teams working for Desktop Support, Server Support, Network support, Asset Support and Telecom support.
• Responsible for Change, Incident, Problem, Configuration, Service Desk Release Management
• Monitoring and Analyzing the Calls logged with the Helpdesk and ensure that Transactions are followed as per Quality Norms
• User satisfaction surveys feedback and plan for deviations or corrective action
• Ensure Wing to Wing resolution of incidents within SLA, handle Critical issues, provide feedback to Managers and work with customer IT and Managers.
• Ensure that service delivery takes place based on the Service level agreements.
• Planning and scheduling Meetings with the Customers on day to day Operations. Involve in the Day-to-Day Operations.
• Develop and sustain excellent customer relationship through deep engagement and delivering continuous value by meeting customer expectations and handling issues
• Coordinate with multiple hand support teams for escalated issues and participate in con-calls and Bridge-calls from remote support groups.
• Adhering and directing teams towards SOW and SLA and addressing escalations from various business processes.
• Identifying training needs and improvement needs in processes, procedures utilization
• Prepare and Coordinate shift roasters, conduct team meetings, track analyze Performance of all the Engineers.
• Manpower backup planning to ensure right resources availability
• Prepare document various Reports in compliance to Process and Productivity.
• Participate and conduct Internal Process Audits Process Reviews for ensuring strict adherence to the Process Parameters/Systems