Job Description

Job Summary

The Tower Lead for Support & Operations plays a critical role in ensuring the effective management of escalations and service delivery within the F5 and DDI-Infoblox/Efficient IP domains. This position is pivotal in driving operational excellence, enhancing customer satisfaction, and implementing strategic initiatives that align with organizational goals.

Key Responsibilities

1. Drive Revenue Generation By Leveraging F5 Technologies And Ddi-Infoblox Solutions To Meet Tower-Level Financial Targets And Enhance Operational Performance.
2. Ensure Timely Resolution Of Escalations By Coordinating With Technical Teams And Adhering To Agreed Sla Norms, Thereby Maintaining High Service Reliability.
3. Oversee Operational Hygiene By Validating Service Delivery Reports, Enforcing Compliance With The Statement Of Work (Sow), And Implementing Corrective Actions As Necessary.
4. Foster Positive Customer Relationships By Developing And Executing New Initiatives And Frameworks Aimed At Improving Overall Customer Satisfaction And Service Quality.
5. Lead The Implementation Of Profit Improvement Plans (Pip) By Identifying Opportunities For Automation And Operational Efficiencies, Driving Self-Driven Initiatives To Enhance Productivity.

Skill Requirements

1. Proficiency In F5 Technologies, Ddi-Infoblox, And Efficient Ip Management.
2. Solid Understanding Of Operational Processes, Service Level Agreements (Slas), And Reporting Mechanisms.
3. Strong Problem-Solving Skills And The Ability To Manage Escalations Effectively.
4. Excellent Communication And Interpersonal Skills To Interact With Customers And Stakeholders.

Other Requirements

1. Relevant Certifications In F5 Technologies And Ddi-Infoblox Are Optional But Valuable