Job Summary

The Support Operations Tower Lead is pivotal in ensuring the seamless execution of support services through effective management of escalations and operational tasks. This role focuses on driving operational excellence in the Support & Operations area, promoting customer satisfaction, and implementing strategic initiatives to enhance service delivery.

Key Responsibilities

1. Lead The Generation Of Tower Level Ee & En Revenue By Leveraging Jboss And Tomcat Technologies To Optimize Operational Performance And Resource Allocation.
2. Ensure Timely Closure Of All Responsibilities, Tasks, And Escalations According To Agreed Sla Norms, Utilizing Websphere Application Server For Effective Issue Resolution.
3. Oversee Operational Hygiene By Validating Reports And Ensuring That Services Are Delivered In Alignment With The Agreed Statement Of Work (Sow), Implementing Best Practices In Jboss And Tomcat Management.
4. Promote Positive Customer Satisfaction By Developing And Implementing New Initiatives And Frameworks, Utilizing Feedback Mechanisms To Continuously Improve Service Delivery.
5. Drive The Implementation Of The Profit Improvement Plan (Pip) Through Automation And Self-Driven Initiatives, Leveraging Jboss And Tomcat Capabilities To Enhance Efficiency And Reduce Operational Costs.

Skill Requirements

1. Proficient In Jboss And Tomcat Administration And Troubleshooting.
2. Solid Understanding Of Websphere Application Server Functionalities.
3. Strong Analytical Skills With The Ability To Interpret Operational Data And Reports.
4. Excellent Communication And Interpersonal Skills To Foster Positive Customer Relationships.
5. Capability To Lead Initiatives Aimed At Operational Improvements And Automation.

Other Requirements

1. Optional But Valuable Certifications: Jboss Certified Administrator, Tomcat Certified Professional, Or Equivalent Relevant Certifications