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.

Position Responsibilities:

• 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.

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

What We Offer:

• Annual salary review and performance-based bonuses.
• Additional vacation days based on years of service.
• 2 sick days per year.
• Additional paid leave for public holidays that fall on weekends.
• Extra paid leave for employees with children.
• A diverse and inclusive international team.
• A hybrid working model with flexible scheduling.