Job Summary

The Tower Lead for Support & Operations plays a critical role in ensuring the effective management and execution of disaster recovery exercises and technology strategies. This position is pivotal in resolving escalations, delivering services as per the Statement of Work (SOW), and driving organizational initiatives to enhance operational efficiency and customer satisfaction.

Key Responsibilities

1. Ensure Timely Generation Of Revenue By Overseeing Disaster Recovery Exercise Management And Technology Strategy Implementation, Aligning Efforts With Operational Goals.
2. Manage Escalations And Crisis Situations By Coordinating Resources And Actions To Ensure Adherence To Agreed Service Level Agreements (Slas) For All Tasks And Responsibilities.
3. Validate Operational Hygiene By Reviewing Reports, Ensuring Accuracy, And Confirming That Services Are Delivered According To The Sow.
4. Foster Positive Customer Satisfaction By Developing And Implementing New Initiatives And Frameworks That Enhance Service Delivery And Client Engagement.
5. Oversee The Implementation Of The Profit Improvement Plan (Pip) By Leveraging Automation And Self-Driven Initiatives To Optimize Operational Performance.

Skill Requirements

1. In-Depth Knowledge Of Disaster Recovery Exercise Management And Technology Strategy.
2. Solid Understanding Of Operational Frameworks And Service Level Agreements.
3. Strong Analytical And Reporting Skills To Validate Operational Hygiene And Service Delivery.
4. Excellent Communication And Stakeholder Management Skills To Enhance Customer Satisfaction.

Other Requirements

1. Certifications In Disaster Recovery Planning (Cdrp) Or Business Continuity Management (Cbcp) Are Optional But Valuable