Managed Services Engineer

Lenovo Solutions and Services Group (SSG) brings together all of Lenovo’s IT solutions and services across PC, infrastructure, and smart verticals, including attached services, Managed Services, and as-a-Service offerings, into one dedicated organization. By providing a truly global solution that offers everything from pocket to cloud via a single contract under the TruScale brand, we’re empowering our customers to transform their vision into value.

This is an exciting opportunity to join a highly technical and dedicated team that provides our clients remote Managed Services for Lenovo Data Center Solutions. We enjoy working closely together as a global service delivery organization operating 24x7x365, in a follow-the-sun model, delivering outstanding professional services to our clients. We remotely monitor Clients’ data center systems to find and resolve problems for them quickly and efficiently. We keep our clients’ systems optimized to the latest firmware and software levels and perform quarterly health checks to ensure system uptime. We communicate extensively with Clients, field service personnel, solution developers, hardware developers, and product engineering personnel. You will have the opportunity to be part of a fun-loving team that thrives in a fast-paced mission critical environment!

Responsibilities:

• Triage and perform high level problem determination for enterprise server and storage hardware and software issues, reported by Lenovo’s monitoring systems and submitted through the ticketing system.
• Perform health checks and present analysis and recommendations during customer quarterly review meetings.
• Perform firmware, driver, Linux operating system, and other software updates as part of change management process.
• Manage and perform maintenance activities with customers in conjunction with other service providers for components in the Lenovo solution stack.
• Initiate escalation processes by working with other teams, partners, and vendors as appropriate while communicating progress and resolution to clients.
• Initiate root cause analysis and perform reporting for service disruption incidents and provide recommended action plans for remediation.
• Create and maintain knowledge assets including documenting standard technical procedures, process improvements, and customer information record-keeping.
• Understand client environments and needs, to deliver services in line with documented processes based on agreed customer-specific account requirements.

Basic Qualifications

• 3+ years’ experience in a Linux system administration and support position

Preferred Qualifications:

• Technical experience and working knowledge on:
• Installing, administering, upgrading, scripting (e.g., bash, perl, python), and troubleshooting Linux Operating Systems – with a preferred focus on Red Hat Enterprise Linux and SUSE Linux Enterprise
• High Availability Linux clustering with Pacemaker/Corosync.
• Enterprise-class storage technologies including SAN arrays and FC SAN switches (Brocade Fabric OS CLI) – including management tools, CLI, firmware updates and problem determination.
• Enterprise-class x86 server hardware – including management platforms (i.e., BMC, XCC, IMM), blade systems, rack servers, firmware updates and problem determination
• Networking – including TCP/IP stack and ports, Linux OS-level networking, DNS, network switch CLI (e.g., Cisco, BNT, Juniper)
• Filesystems – an understanding and working knowledge of parallel clustered filesystems i.e., GPFS (Spectrum Scale) and BeeGFS.
• Monitoring solutions (e.g., Nagios, Groundwork, LXCA)
• SAP BWA/HANA or Basis team experience
• Red Hat RHCE or SUSE SCE certification
• Red Hat OpenShift
• NetApp storage systems / ONTAP
• Superior problem solving and analysis skills, commitment, and action-oriented proactiveness
• Good customer facing skills in a remote technical support center context with a commitment to exceptional customer satisfaction and experience (CSAT/CX)