Product Engineering L2 Team Lead – Lenovo XClarity Administrator (LXCA)

at  Lenovo

ADDITIONAL LOCATIONS :

• Romania
  Why Work at Lenovo
  We are Lenovo. We do what we say. We own what we do. We WOW our customers.
  Lenovo is a US$62 billion revenue global technology powerhouse, ranked #217 in the Fortune Global 500, employing 77,000 people around the world, 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 by further expanding into growth areas that fuel the advancement of ‘New IT’ technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services.
  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 .
  Description and Requirements
  Lenovo XClarity Administrator (LXCA) is a centralized, resource-management solution that simplifies infrastructure management, speeds responses, and enhances the availability of Lenovo server systems and solutions. It runs as a virtual appliance that automates discovery, inventory, tracking, monitoring, and provisioning for server, network, and storage hardware in a secure environment.
  For this role we are looking for an experienced engineer to support the Level 2 service cases related to Lenovo XClarity Administrator (LXCA) software suite. Primary responsibilities include managing the customer case workload, act as the Team Lead for the Worldwide LXCA Level 2 Product Engineering team, project management, and drive to resolution the customer defects found in the products.

REQUIREMENTS:

Bachelor’s degree in engineering, software, or a related field.
7-10 years of direct experience in product engineering support, IT department, server services, datacenter administrator
Strong software skills in below areas: Linux bash scripting, Database, SQL, Operating Systems knowledge, MS Office, POSTMAN, MS PowerShell etc.
Working knowledge with management protocols (e.g. SNMP, IPMI, Redfish API, CIM)
Project Management skills
Customer service experience
Good spoken/written English skills
Experience in working with x86 server hardware and networking experience (e.g. TCP, SSL, HTTP, SSH) would be a plus

Team Leader responsibilities for the Worldwide LXCA Level 2 Product Engineering team
Troubleshoot, debug, identify root causes, and provides action plans to resolve issues escalated to LXCA Level 2.
Serves as technical interface between Level 1 Support and LXCA Development teams (Level 3 Development and LXCA Software Development).
Drives resolution for the team’s customer defects with the Development teams.
Develop and contributes to internal and external knowledge base articles.
The support scope is from pre-product introduction, GA release to product end of life. Participates in pre-product activities, taking technical positions for defect deferrals when required.
Participates with Software Development in the design phase to incorporate product support, quality control, and client care.
Interfaces with client teams and customers to explain technical solutions and maintain customer satisfaction.
Lead regular case review meetings.
Ensure the team’s case metrics are withing the agreed targets.
Reports case metrics to upper management on a regular basis.
Establish and implement various training programs to foster expertise in managing LXCA cases and drive cultural change.
Lead process improvement efforts, identifying opportunities to enhance case management efficiency.
Work effectively with remote teams and management across regions.