Hybrid IT Incident Management Engineer – Morrisville, NC chez Lenovo

About the Position   Lenovo's Solutions & Services Group (SSG) is a business unit focused on delivering end-to-end IT solutions and services. It combines Lenovo's hardware and software expertise to offer services like attached services, managed services, and "as a Service" (AaS) offerings. SSG aims to help customers achieve their business outcomes by integrating various IT solutions and optimizing their technology investments.    In the IT Incident Management Engineer role, you will be the primary coordinator for resolving major IT incidents, ensuring rapid response, clear communication to stakeholders, thorough root cause analysis, and follow up the actions to prevent future occurrences.   Key Responsibilities End-to-end IT major incident management: coordinate support resources, drive solution delivery, and ensure timely communication regarding resolution Participate in a 24/7 on-call rotation to provide immediate response and coordination for critical IT incidents Provide timely communication to stakeholders and Executives Conduct Fu Pan (after-action review meeting): drive related support teams to deep dive for root cause and identify preventative/improve action plan Create, update and consolidate Knowledge Documents and solution documentation Prepare Major Incident Reports (weekly, monthly, quarterly) Leverage IT Intelligent Operation Tools and Platforms, identify process and product improvements, and provide workable resolutions Enrich team Knowledge Base in SharePoint, ServiceNow and applications Support greater team and work in global organization  Basic Qualifications  Bachelor’s degree in Computer Science, Engineering, Information Technology/Science or related field is required  3+ years of Experience in IT Operations  Preferred Qualifications  5+ years of Experience in IT Operations for a global organization  5+ years of Experience with IT Infrastructure: Network, Server, Database Experience participating in 24/7 incident response  Experience building custom reports and pulling data from different sources: SAP S4 HANA, Power BI, SCM products, SharePoint, CRM tools  Experience utilizing BI Tools (Power BI/Tableau/Qlik) and Excel Ability to utilize SQL queries  Excellent communication skills both written and verbal Sense of urgency and ability to employ tact for sensitive issues  Outstanding stakeholder, partner, and vendor management skills Cultural Competency working across Chinese, American, Desi, European, and South American cultural contexts, ensuring messages are communicated with clarity and tact Ability to build and manage relationships with internal and external partners Experience managing and communicating expectations across different levels (i.e., Executives) ITIL Certification or Advanced Degree a plus    The base salary budgeted range for this position is $85-95k. Individuals may also be considered for bonus and/or commission. This is a hybrid position 3 days per week at our Morrisville location.   Lenovo’s various benefits can be found on .  In compliance with Colorado's EPEWA, the expected application deadline for this position is October 2, 2025. This applies to both external and internal candidates.  #NOVA Postuler maintenant