Job Summary

The Tower Lead for Support & Operations is a critical role responsible for ensuring the effective management and resolution of escalations within the Voice - Cisco domain. This position plays a pivotal role in delivering high-quality services as per the Statement of Work (SOW), driving operational excellence, and fostering customer satisfaction through innovative initiatives.

Key Responsibilities

1. Generate Tower Level Efficiency And Effectiveness Revenue By Implementing Best Practices In Voice - Cisco Operations And Optimizing Resource Allocation.
2. Ensure All Escalations And Crisis Situations Are Resolved In Accordance With Agreed Sla Norms, Leveraging Cisco Tools To Monitor And Manage Incidents Effectively.
3. Oversee Operational Hygiene By Validating Reports Generated From Cisco Systems And Ensuring Compliance With Service Delivery Standards Outlined In The Sow.
4. Promote Positive Customer Satisfaction By Developing And Implementing New Initiatives And Frameworks Aimed At Enhancing Service Quality And Responsiveness In The Voice - Cisco Environment.
5. Implement The Profit Improvement Plan (Pip) By Identifying And Leveraging Automation Opportunities Within Cisco Operations To Drive Efficiency And Cost Reduction.

Skill Requirements

1. Proficiency In Voice Cisco Technologies And Tools, Demonstrating Advanced Knowledge In Managing Voice Services.
2. Strong Understanding Of Operational Management Principles And Sla Compliance In A Support Environment.
3. Excellent Analytical Skills For Validating Reports And Driving Improvements In Service Delivery.
4. Innovative Mindset With The Ability To Develop And Implement Customer Satisfaction Initiatives Effectively.

Other Requirements

1. Cisco Certified Network Professional (Ccnp) Collaboration Or Similar Certification Is Optional But Valuable.
2. Cisco Certified Network Associate (Ccna) Voice Certification Is Recommended