Job Summary

The Tower Lead for Support & Operations plays a crucial role in ensuring the efficient resolution of escalations while delivering services as per the Statement of Work (SOW). This position is responsible for overseeing operational performance, fostering customer satisfaction, and driving initiatives that enhance service quality and profitability through automation and innovative frameworks.

Key Responsibilities

1. Drive Revenue Generation At The Tower Level By Implementing Ansible And Terraform Automation Solutions To Enhance Operational Efficiency And Service Delivery.
2. Ensure That All Tasks, Escalations, And Crisis Situations Are Addressed And Resolved Within The Agreed Sla Norms By Utilizing Git And Github For Version Control And Collaboration.
3. Oversee Operational Hygiene By Validating Reports And Ensuring Services Are Consistently Delivered According To The Standards Outlined In The Sow, Leveraging Jenkins And Cloud Build For Ci/Cd Processes.
4. Promote Positive Customer Satisfaction By Developing And Implementing New Initiatives And Frameworks That Utilize Automation Tools To Streamline Operations And Enhance Service Delivery.
5. Lead The Implementation Of The Profit Improvement Plan (Pip) By Identifying Automation Opportunities And Driving Self-Driven Initiatives To Optimize Operational Costs And Improve Service Outcomes.

Skill Requirements

1. Proficient In Ansible And Terraform For Automation And Infrastructure As Code.
2. Strong Understanding Of Git And Github For Version Control Management.
3. Familiarity With Jenkins And Cloud Build For Continuous Integration And Deployment.
4. Solid Knowledge Of Operational Metrics And Service-Level Agreements (Slas).
5. Excellent Problem-Solving And Crisis Management Skills.

Other Requirements

1. Itil Foundation Certification (Optional But Valuable).
2. Terraform Certification (Optional But Valuable)