Job Description

Job Summary

The Tower Lead for Support & Operations plays a critical role in managing escalations, ensuring operational excellence, and driving customer satisfaction. This position is responsible for overseeing the implementation of organizational initiatives, optimizing service delivery according to established agreements, and fostering a culture of continuous improvement.

Key Responsibilities

1. Drive Revenue Generation By Implementing Infrastructure As Code (Iac) Strategies Using Terraform And Azure, Ensuring Optimal Resource Allocation And Utilization.
2. Manage Escalations By Leveraging Terraform And Azure Kubernetes, Ensuring Timely Resolution Of Incidents While Adhering To Established Service Level Agreements (Slas).
3. Ensure Operational Hygiene By Validating Reports Generated Through Azure Monitoring Tools, Ensuring Service Delivery Aligns With The Statement Of Work (Sow).
4. Enhance Customer Satisfaction By Developing And Implementing New Frameworks Using Azure Paas Services To Address Client Needs And Feedback Effectively.
5. Lead Profit Improvement Plans (Pips) By Integrating Automation Solutions In Azure And Terraform, Identifying Self-Driven Initiatives That Contribute To Operational Efficiency.

Skill Requirements

1. Proficient In Infrastructure As Code (Iac) Using Terraform And Azure.
2. Strong Understanding Of Windows Azure Iaas And Paas Services.
3. Familiarity With Azure Kubernetes For Container Orchestration.
4. Excellent Problem-Solving Skills With A Focus On Customer Satisfaction And Operational Efficiency.
5. Strong Analytical Skills To Validate And Interpret Operational Reports.

Other Requirements

1. Optional But Valuable: Azure Solutions Architect Expert Certification.
2. Optional But Valuable: Terraform Associate Certification