Job Description

Job Summary

The Tower Lead for Support & Operations plays a critical role in ensuring the effective management and resolution of escalations within the EMC PowerMax and PowerStore environments. This position is essential for maintaining operational excellence, enhancing customer satisfaction, and driving revenue growth. The Tower Lead will lead initiatives that align with organizational goals and deliver high-quality services as outlined in the Statement of Work (SOW).

Key Responsibilities

1. Drive Revenue Generation For The Tower By Leveraging Emc Powermax And Powerstore Technologies, Ensuring Alignment With Organizational Financial Targets.
2. Ensure Timely Closure Of All Responsibilities, Tasks, And Escalations In Accordance With Agreed Service Level Agreements (Slas), Utilizing Effective Prioritization And Communication Strategies.
3. Oversee Operational Hygiene By Validating Reports And Ensuring That Services Are Executed As Per The Sow, Implementing Improvements Where Necessary.
4. Foster Positive Customer Satisfaction By Developing And Promoting Initiatives And Frameworks Aimed At Enhancing Service Delivery And Client Engagement.
5. Implement And Manage Profit Improvement Plans (Pips) Through Strategies Such As Automation And Self-Driven Initiatives, Ensuring Continuous Process Improvement And Efficiency.

Skill Requirements

1. Strong Understanding Of Emc Powermax And Powerstore Technologies.
2. Proficiency In Managing Operations And Support Services To Meet Customer Requirements.
3. Excellent Problem-Solving And Crisis Management Skills.
4. Ability To Analyze Data And Generate Reports For Operational Insights.
5. Strong Communication And Interpersonal Skills To Engage With Clients And Stakeholders Effectively.

Other Requirements

1. Emc Proven Professional Certification In Relevant Technologies Is Beneficial But Not Mandatory.
2. Itil Foundation Certification Is Optional But Valuable For Understanding Service Management Principles