Job Description

Job Summary

The Tower Lead in Support & Operations plays a crucial role in managing escalations and ensuring seamless service delivery. This role is pivotal in driving operational excellence, fostering customer satisfaction, and implementing strategic initiatives to enhance revenue and efficiency in line with organizational objectives.

Key Responsibilities

1. Ensure The Generation Of Tower-Level Revenue Through Effective Management Of Data Lan/Wan Services And Operational Strategies.
2. Oversee The Timely Resolution Of Escalations And Crises By Adhering To Agreed Sla Norms, Ensuring Continuous Service Availability And Reliability.
3. Validate Operational Reports And Maintain High Operational Hygiene By Implementing Best Practices In Data Lan/Wan Management As Per The Sow.
4. Develop And Implement Frameworks To Enhance Customer Satisfaction, Leveraging Data Insights And Feedback To Drive Continuous Improvement Initiatives.
5. Lead The Implementation Of The Profit Improvement Plan By Identifying Automation Opportunities And Fostering Self-Driven Initiatives To Optimize Operational Performance.

Skill Requirements

1. In-Depth Knowledge Of Data Lan/Wan Technologies And Practices.
2. Strong Understanding Of Service Level Agreements And Operational Metrics.
3. Proven Ability To Manage Escalations And Drive Resolution In High-Pressure Environments.
4. Excellent Analytical Skills To Validate Reports And Enhance Operational Hygiene.
5. Proficiency In Developing Customer Satisfaction Frameworks And Improvement Initiatives.

Other Requirements

1. Optional But Valuable Certifications: Cisco Certified Network Professional (Ccnp), Itil Foundation Certification