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Incident Management Senior Engineer
General Information
Req #
WD00071708
Career area:
Information Technology
Country/Region:
Malaysia
State:
Wilayah Persekutuan Kuala Lumpur
City:
Kuala Lumpur
Date:
Wednesday, September 18, 2024
Working time:
Full-time
Additional Locations :
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$57 billion revenue global technology powerhouse, ranked #248 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 ourStoryHub (https://news.lenovo.com/) .
Description and Requirements
Training, mentoring staff and other team members on incident management processes and best practices.
Coordinating with the Service Desk to ensure incidents are properly logged and categorized.
Participating in the development and maintenance of incident management policies, processes, and procedures.
Ensuring disaster recovery and business continuity plans are in place and effective, including participation in drills and actual events.
Regularly reviewing and updating incident management tools and technology to ensure they are current and effective.
Language Known - Basic English
Basic Knowledge - Mandarin
Good to Have - Cantonese
Key Responsibilities of an Incident Management Senior Engineer (ITIL Framework)
Reviewing resolved incident tickets to ensure all necessary information is updated and accurate.
Leading, driving, and managing internal and external stakeholders, including outsourced vendors, to promptly resolve incidents and requests within the contracted Service Level Agreement (SLA).
Taking ownership of resolved incidents by monitoring and tracking their status, managing investigation and diagnosis, and ensuring timely updates to maximize system availability, improve service levels, optimize costs, and enhance customer satisfaction.
Serving as the primary contact point for major incidents, coordinating between various IT teams and internal / external ‘s stakeholders to facilitate rapid incident resolution.
Providing timely, clear, accurate, and punctual updates to internal and external stakeholders to complete the incident verification process within the SLA.
Identifying, analyzing, and interpreting trends or patterns in complex data sets to uncover deeper issues, insights, and opportunities for improved service delivery and management.
Conducting timely daily, weekly, and monthly analysis of ticket volumes to identify trends and areas for improvement, providing input for problem management, and recommending sustainable enhancements to incident management processes.
Recommending enhancements to streamline the ticket management process and improve overall efficiency.
Conducting root cause analysis for major incidents and generating detailed reports outlining key issues, impacts, resolutions, and preventative actions. Facilitating the audit process to identify potential process gaps .
Handling the escalation process for major or critical incidents, ensuring prompt and proper escalation to higher management when necessary.
Ensuring that all incident management activities adhere to company policies, industry standards, and regulatory requirements.
Building and maintaining strong relationships with stakeholders, understanding their needs, and ensuring IT services meet their expectations.
Creating and managing knowledge to improve future incident handling and resolution.
Managing problems and risks identified within the environment.
Managing Known Errors and related solutions and fixes to prevent recurrence and ensure continuity of service.
Collaborating with Change Management to ensure changes are managed effectively and do not adversely affect the Incident Management.
Additional Locations :
Malaysia
Malaysia