Tower Lead (Support & Operations)
India
Job Description
Tower Lead (Support & Operations)
Bengaluru, Karnataka
Job Summary
Role Summary
The DWP Operations Manager cum Technical Lead will be responsible for end-to-end Digital Workplace operations, ensuring service stability, SLA/KPI achievement, customer satisfaction, security compliance and continuous improvement. The role requires strong operational leadership combined with hands-on technical expertise across modern workplace technologies.
Key Responsibilities
Key Responsibilities
Operations & Service Management
- Own day-to-day DWP operations and overall service performance.
- Manage Incidents, Major Incidents, Problems, Changes and Service Requests aligned with ITIL practices.
- Drive SLA/KPI performance including CSAT, MTTR, backlog, ageing, availability and incident trends.
- Lead Major Incident calls, technical bridges and root-cause/problem management.
- Conduct daily/weekly operational reviews and customer governance.
- Ensure effective shift management, resource utilisation and operational coverage.
- Drive audit readiness, security compliance, access reviews and operational controls.
- Identify recurring issues and implement permanent corrective actions.
Technical Leadership
- Act as technical escalation point for complex DWP incidents.
- Provide hands-on troubleshooting and RCA support across:
- Windows 10/11 and endpoint technologies
- Microsoft Intune / Endpoint Manager
- Microsoft Entra ID / Active Directory
- Microsoft 365
- Microsoft Teams
- Exchange Online / Outlook
- OneDrive and SharePoint
- Autopilot and device provisioning
- SCCM/MECM and software distribution
- Endpoint security, patching and vulnerability remediation
- Printing and workplace peripheral services
- Review technical changes and ensure appropriate risk assessment, testing and rollback planning.
- Work with L2/L3, infrastructure, network, security and application teams for cross-functional troubleshooting.
Automation & Transformation
- Identify opportunities for shift-left, self-service and automation.
- Drive reduction of repetitive incidents and manual operational activities.
- Support adoption of ServiceNow automation, Virtual Agent, Microsoft Copilot/AI and proactive endpoint management, where applicable.
- Use operational data to identify problem areas, automation candidates and improvement opportunities.
People & Customer Management
- Lead technical resources and ensure clear ownership and accountability.
- Coach team members and improve technical capability through cross-skilling.
- Coordinate with customer stakeholders, OEMs and internal resolver groups.
- Provide concise management reporting on service health, risks, major incidents, RCA, capacity and improvement actions.
Skill Requirements
Required Experience
- 8–12+ years of IT/Digital Workplace experience, with significant experience managing DWP/EUC operations.
- Strong hands-on understanding of Microsoft 365, Intune, Entra ID, Windows, SCCM/MECM and endpoint management.
- Strong understanding of ITIL Incident, Problem, Change and Request Management.
- Experience managing enterprise-scale workplace operations and Major Incidents.
- Strong analytical, troubleshooting and RCA capabilities.
- Experience with ServiceNow or an equivalent ITSM platform.
- Good customer-facing, governance and stakeholder-management skills.
- Ability to work as both an Operations Manager and Technical SME, rather than only delegating technical issues.
Other Requirements
Preferred Skills / Certifications
- ITIL 4 Foundation or higher
- Microsoft 365 / Intune / Azure certifications
- ServiceNow exposure
- PowerShell scripting and workplace automation
- Experience with AIOps, observability and GenAI-based service-management solutions
Key Success Measures
- SLA/KPI achievement
- Reduction in P1/P2 and recurring incidents
- Improved MTTR and backlog ageing
- High CSAT
- Timely RCA and corrective-action closure
- Endpoint/security compliance
- Increased automation and shift-left
- Improved team technical capability
Information at a Glance