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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.
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.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.
Additional Locations:
* Romania