Job Summary

The Tower Lead in Support & Operations plays a crucial role in managing escalations, adhering to service level agreements (SLAs), and ensuring operational efficiency through effective leadership. This position is responsible for driving revenue generation and implementing initiatives that enhance customer satisfaction and operational hygiene.

Key Responsibilities

1. Generate Tower-Level Revenue By Leveraging Azure Security And Palo Alto Technologies To Optimize Service Delivery And Client Engagement.
2. Ensure Timely Closure Of All Escalations And Crisis Management By Implementing Effective Processes Within Azure Active Directory And Cloud Security Frameworks, Adhering To Agreed Sla Norms.
3. Oversee Operational Hygiene By Validating Reports And Ensuring Service Offerings Align With The Statement Of Work (Sow) While Utilizing Azure Security Tools For Compliance And Security Measures.
4. Promote Customer Satisfaction By Developing And Implementing New Initiatives And Frameworks That Enhance Service Quality And Responsiveness Using Best Practices In Cloud Security.
5. Drive The Profit Improvement Plan (Pip) By Identifying Opportunities For Automation And Initiating Self-Driven Projects That Improve Operational Efficiency And Cost-Effectiveness.

Skill Requirements

1. Proficient In Azure Security And Palo Alto Technologies.
2. Strong Understanding Of Cloud Security And Azure Active Directory.
3. Familiarity With Operational Processes And Service Management Frameworks.
4. Excellent Problem-Solving And Crisis Management Skills.
5. Ability To Implement Automation Strategies To Enhance Operational Efficiency.

Other Requirements

1. Optional But Valuable Certifications: Azure Security Engineer Associate, Palo Alto Networks Certified Network Security Engineer (Pcnse)