Job Summary

The Tower Lead for Support & Operations plays a critical role in ensuring the seamless execution of operational processes, focusing on timely resolution of escalations and adherence to service level agreements. This position is pivotal in driving customer satisfaction, implementing organizational initiatives, and overseeing operational hygiene, thereby contributing to the overall success and profitability of the organization.

Key Responsibilities

1. Drive Revenue Generation In The Tower By Utilizing Kafka For Real-Time Data Streaming And Analysis, Ensuring Alignment With Operational Goals And Service Agreements.
2. Manage Escalations Effectively By Employing Powershell Scripts To Automate Monitoring And Reporting Tasks, Ensuring All Issues Are Resolved Within The Agreed Sla Norms.
3. Oversee Operational Hygiene By Validating Reports Generated Through Python-Based Analytics, Ensuring Compliance With The Terms Outlined In The Statement Of Work (Sow).
4. Enhance Customer Satisfaction By Developing Initiatives That Leverage Kafka And Powershell To Streamline Support Processes And Improve Service Delivery Frameworks.
5. Implement The Profit Improvement Plan (Pip) By Identifying Automation Opportunities Using Python And Powershell To Enhance Operational Efficiency And Drive Self-Service Initiatives.

Skill Requirements

1. Proficiency In Kafka For Data Streaming And Processing.
2. Strong Knowledge Of Powershell For Automation Of Tasks And Report Generation.
3. Experience With Python For Data Analysis And Operational Reporting.
4. Solid Understanding Of Escalation Management And Service Delivery Frameworks.

Other Requirements

1. Optional But Valuable Certifications: Kafka Certification, Powershell Certification, Python Certification