Job Summary

The Tower Lead for Support & Operations plays a critical role in managing escalations and ensuring seamless operational performance within the AWS Security and Cisco ASA frameworks. This position is pivotal in driving customer satisfaction and operational efficiency by aligning service delivery with organizational objectives and strategic initiatives.

Key Responsibilities

1. Ensure The Generation Of Tower-Level Revenue Through Effective Management And Optimization Of Aws Security And Cisco Asa Services, Aligning With The Organization'S Financial Goals.
2. Oversee The Resolution Of Escalations, Ensuring All Tasks And Crisis Situations Are Addressed In Accordance With Established Sla Norms, Thereby Maintaining Operational Continuity.
3. Validate Reports And Monitor Operational Hygiene, Ensuring That Service Delivery Aligns With The Agreed Statement Of Work (Sow) And Complies With Industry Best Practices.
4. Enhance Customer Satisfaction By Identifying And Developing New Initiatives And Frameworks Within Aws Security And Cisco Asa, Promoting A Proactive Service Culture.
5. Implement The Profit Improvement Plan (Pip) By Leveraging Automation Strategies And Self-Driven Initiatives To Drive Efficiency And Cost Savings In Support Operations.

Skill Requirements

1. Proficient In Aws Security Best Practices And Tools, Including Iam, Cloudtrail, And Guardduty.
2. Strong Understanding Of Cisco Asa Security Features And Configurations For Effective Network Protection.
3. In-Depth Knowledge Of Operational Metrics, Sla Management, And Reporting Frameworks.
4. Exceptional Problem-Solving Skills And The Ability To Manage Escalations Effectively.
5. Excellent Communication And Stakeholder Management Skills To Foster Positive Customer Relationships.

Other Requirements

1. Aws Certified Security � Specialty (Optional But Valuable).
2. Cisco Certified Network Associate (Ccna) Security (Optional But Valuable)