Job Summary

The Tower Lead in Support & Operations is pivotal in ensuring the seamless execution of organizational initiatives and escalations. This role is essential for delivering high-quality services in alignment with the Statement of Work (SOW), optimizing operational efficiencies, and fostering customer satisfaction through innovative frameworks and strategies.

Key Responsibilities

1. Drive The Implementation Of Infrastructure As Code (Iac) Practices Using Powershell To Automate And Streamline Operational Processes, Ensuring Timely Resolution Of Escalations.
2. Utilize Python Scripts To Enhance Reporting Accuracy And Operational Hygiene, Validating Outputs To Meet Agreed Service Level Agreement (Sla) Norms.
3. Oversee Jenkins Pipelines To Ensure Continuous Integration And Deployment Of Services, Maintaining Adherence To Operational Standards Outlined In The Sow.
4. Foster Customer Satisfaction By Developing And Implementing New Initiatives And Frameworks Aimed At Improving Service Delivery And Operational Performance.
5. Lead The Execution Of The Profit Improvement Plan (Pip) By Identifying And Implementing Automation Opportunities And Self-Driven Initiatives To Enhance Operational Efficiency.

Skill Requirements

1. Proficiency In Infrastructure As Code (Iac) Principles And Best Practices.
2. Strong Experience In Scripting With Powershell And Python For Automation And Reporting.
3. Familiarity With Jenkins For Managing Ci/Cd Pipelines.
4. Solid Understanding Of Operational Processes And Service Level Agreements (Sla).
5. Excellent Problem-Solving Skills With A Focus On Customer Satisfaction.

Other Requirements

1. Optional But Valuable: Relevant Certifications In Infrastructure As Code Or Automation (E.G., Hashicorp Certified: Terraform Associate, Microsoft Certified: Azure Devops Engineer Expert)