Job Summary

The Tower Lead in Support & Operations plays a pivotal role in ensuring the delivery of high-quality support services while driving operational excellence. This position is responsible for managing escalations, implementing automation initiatives, and maintaining customer satisfaction, all while aligning with the organizational objectives and revenue targets.

Key Responsibilities

1. Drive Network Automation Initiatives By Implementing Cisco Aci To Enhance Operational Efficiency And Ensure Timely Resolution Of Escalations In Compliance With Sla Norms.
2. Generate Reports Using Network Automation Tools To Validate Performance Metrics And Ensure Adherence To The Statement Of Work (Sow) For Service Delivery.
3. Oversee Operational Hygiene By Evaluating Support Processes And Implementing Best Practices To Ensure Consistent Service Quality And Rapid Issue Resolution.
4. Foster Positive Customer Satisfaction By Developing And Executing Frameworks That Promote Proactive Communication And Effective Problem-Solving Strategies.
5. Implement The Profit Improvement Plan (Pip) By Leveraging Automation Solutions And Self-Driven Initiatives To Enhance Service Delivery Efficiency And Revenue Generation.

Skill Requirements

1. In-Depth Knowledge Of Network Automation Tools, Specifically Cisco Aci.
2. Strong Understanding Of Support Operations And Escalation Management.
3. Proficiency In Generating And Analyzing Operational Reports.
4. Excellent Problem-Solving And Customer Service Skills.
5. Familiarity With Operational Metrics And Performance Management.

Other Requirements

1. Cisco Certified Network Professional (Ccnp) Optional But Valuable.
2. Itil Foundation Certification Optional But Valuable