Job Summary

The Tower Lead for Support & Operations plays a critical role in overseeing the effective management of On-Premise Active Directory services. This position ensures the timely resolution of escalations and adherence to service level agreements (SLAs), while driving initiatives to enhance service delivery and customer satisfaction. By implementing strategic frameworks and operational improvements, the Tower Lead contributes significantly to the organization’s objectives and revenue generation.

Key Responsibilities

1. Ensure The Generation Of Tower-Level Employee Engagement And Efficiency Revenue By Leveraging On-Premise Active Directory Services And Optimizing Operational Processes.
2. Oversee The Resolution Of Escalations And Crisis Management By Coordinating With Teams To Ensure All Tasks Are Closed Within Agreed Sla Norms For On-Premise Active Directory Incidents.
3. Validate Operational Reports And Ensure Compliance With The Statement Of Work (Sow) By Implementing Best Practices In On-Premise Active Directory Management.
4. Promote Positive Customer Satisfaction By Developing And Implementing New Initiatives And Frameworks That Enhance The User Experience With On-Premise Active Directory Services.
5. Implement Profit Improvement Plans (Pip) By Utilizing Automation And Self-Driven Initiatives To Enhance Efficiency And Reduce Operational Costs.

Skill Requirements

1. Strong Knowledge Of On-Premise Active Directory Management And Operations
2. Proficiency In Troubleshooting And Resolving Active Directory Issues
3. Solid Understanding Of Service Level Agreements (Slas) And Operational Reporting
4. Ability To Develop And Implement Process Improvements And New Initiatives
5. Excellent Communication And Customer Service Skills

Other Requirements

1. Optional But Valuable Certifications: Microsoft Certified: Azure Administrator Associate, Microsoft Certified: Windows Server Fundamental