Job Summary

The Tower Lead for Support & Operations plays a crucial role in overseeing the effective resolution of escalations and ensuring service delivery as per the Statement of Work (SOW). This position is pivotal for enhancing operational efficiency, promoting customer satisfaction, and driving organizational initiatives through innovative frameworks and automation.

Key Responsibilities

1. Ensure Generation Of Tower Level Ee & En Revenue Through Strategic Oversight And Resource Management In Cisco Ise And Palo Alto Environments.
2. Manage Escalations And Crisis Situations By Implementing Best Practices And Adhering To Sla Norms For Prompt Resolution And Operational Excellence.
3. Oversee Operational Hygiene By Validating Reports And Ensuring Compliance With Service Deliverables Outlined In The Sow, Leveraging Tools Such As Checkpoint And Sourcefire.
4. Foster Positive Customer Satisfaction By Developing And Implementing New Initiatives And Frameworks Aimed At Enhancing Service Quality And Responsiveness.
5. Drive The Implementation Of The Profit Improvement Plan (Pip) Through Automation And Self-Driven Initiatives, Utilizing Expertise In Ironport And Sse Technologies.

Skill Requirements

1. Strong Proficiency In Cisco Ise And Palo Alto Technologies.
2. In-Depth Knowledge Of Network Security Principles And Practices, Including Checkpoint And Sourcefire.
3. Solid Understanding Of Operational Performance Metrics And Service Level Agreements (Slas).
4. Excellent Analytical Skills With The Ability To Validate Reports And Derive Actionable Insights.
5. Strong Interpersonal And Communication Skills To Effectively Engage With Customers And Stakeholders.

Other Requirements

1. Optional But Valuable: Cisco Certified Network Professional (Ccnp) Or Palo Alto Networks Certified Network Security Engineer (Pcnse)