• IT Incident Management Engineer

    Lenovo (Morrisville, NC)


    IT Incident Management Engineer – Morrisville, NC

     

    General Information

     

    Req #

    WD00085753

    Career area:

    Information Technology

    Country/Region:

    United States of America

    State:

    North Carolina

    City:

    Morrisville

    Date:

    Friday, August 1, 2025

    Working time:

    Full-time

    **Additional Locations** :

    * United States of America - North Carolina - Morrisville

     

    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

     

    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 softwareexpertiseto 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 andoptimizingtheir technology investments.

     

    In the IT Incident Management Engineerrole, 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 ensuretimelycommunicationregardingresolution

    + Participate in a 24/7 on-call rotation to provide immediate response and coordination for critical IT incidents

    + Providetimelycommunication to stakeholders and Executives

    + Conduct Fu Pan(after-action review meeting): drive related support teams to deep dive for root cause andidentifypreventative/improve action plan

    + Create,updateandconsolidateKnowledge Documents and solution documentation

    + Prepare Major Incident Reports (weekly, monthly, quarterly)

    + Leverage IT Intelligent Operation Tools and Platforms,identifyprocess and product improvements, and provide workable resolutions

    + Enrich team Knowledge Base in SharePoint, ServiceNow and applications

    + Support greater teamand work in global organization

    Basic Qualifications

    + Bachelor’s degree inComputer Science, Engineering,Information Technology/Scienceor related field isrequired

    + 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

    + Experienceparticipatingin 24/7 incident response

    + Experience building custom reports and pulling data fromdifferent sources: SAP S4 HANA, Power BI,SCM products, SharePoint, CRM tools

    + ExperienceutilizingBI Tools (Power BI/Tableau/Qlik) and Excel

    + Ability toutilizeSQL 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 acrossdifferent 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’svarious benefitscan be found on  www.lenovobenefits.com .

     

    In compliance with Colorado's EPEWA, the expected application deadline for this position isOctober2, 2025. This applies to both external and internal candidates.

    \#NOVA

    _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** :

    * United States of America - North Carolina - Morrisville

    * United States of America

    * United States of America - North Carolina

    * United States of America - North Carolina - Morrisville