Job Description

Job Summary

The Tower Lead for Support & Operations plays a critical role in ensuring the seamless functioning of application services powered by Websphere Application Server and BEA WebLogic. This leadership position is responsible for resolving escalations, adhering to service level agreements (SLA), and driving operational excellence to meet organizational goals and enhance customer satisfaction.

Key Responsibilities

1. Manage The Generation Of Tower-Level Revenue By Leveraging Websphere Application Server And Bea Weblogic Capabilities, Ensuring Alignment With Financial Targets.
2. Ensure That All Tasks, Responsibilities, And Escalations Are Resolved In Accordance With Sla Norms, Utilizing Operational Monitoring Tools And Processes.
3. Oversee Operational Hygiene By Validating Service Reports And Implementing Improvements, Guaranteeing That Services Are Delivered As Per The Agreed Statement Of Work (Sow).
4. Enhance Customer Satisfaction By Developing And Executing New Initiatives And Frameworks That Promote Service Quality And Responsiveness.
5. Implement The Profit Improvement Plan (Pip) Through Strategies Such As Automation And Self-Driven Initiatives, Focusing On Efficiency And Cost Reduction.

Skill Requirements

1. Strong Expertise In Websphere Application Server And Bea Weblogic.
2. Proficiency In Operational Management And Service Delivery Frameworks.
3. Excellent Analytical And Problem-Solving Skills With A Focus On Performance Improvement.
4. Ability To Drive Initiatives That Enhance Customer Satisfaction And Operational Efficiency.

Other Requirements

1. Optional But Valuable Certifications: Ibm Certified Solution Developer Websphere Application Server Or Oracle Weblogic Server 12C Certified Implementation Specialist