Job Summary

The Tower Lead for Support & Operations plays a critical role in ensuring the efficient resolution of escalations and delivering services as outlined in the Statement of Work (SOW). This position is pivotal in driving operational excellence, enhancing customer satisfaction, and implementing strategic initiatives to improve profitability within the tower.

Key Responsibilities

1. Drive Revenue Generation By Leveraging Commvault And Azure Solutions To Optimize Operational Performance And Meet Tower-Level Financial Targets.
2. Ensure Timely Closure Of Escalations And Crisis Situations By Coordinating With Teams And Utilizing Strong Problem-Solving Skills To Adhere To Agreed Service Level Agreement (Sla) Norms.
3. Oversee Operational Hygiene By Validating Reports Generated From Commvault And Azure, Ensuring All Services Are Delivered In Alignment With The Sow And Organizational Standards.
4. Enhance Customer Satisfaction By Developing And Implementing New Initiatives And Frameworks Using Commvault And Azure Tools To Foster Positive Client Relationships.
5. Lead The Implementation Of The Profit Improvement Plan (Pip) By Identifying Opportunities For Automation And Self-Driven Initiatives To Enhance Service Delivery And Operational Efficiency.

Skill Requirements

1. Proficiency In Commvault And Azure With A Solid Understanding Of Their Integration In Support Operations.
2. Strong Analytical Skills To Monitor And Validate Operational Reports And Performance Metrics.
3. Excellent Problem-Solving And Crisis Management Abilities To Handle Escalations Effectively.
4. Familiarity With Service Level Agreements (Slas) And Experience In Managing Operational Frameworks.
5. Ability To Develop Customer-Focused Initiatives And Frameworks To Improve Satisfaction Rates.

Other Requirements

1. Optional But Valuable Certifications In Commvault Or Azure, Such As Commvault Certified Professional Or Microsoft Certified: Azure Administrator Associate