Job Summary

The Tower Lead for Support & Operations plays a crucial role in ensuring the seamless delivery of services and timely resolution of escalations. This position is responsible for overseeing operational performance, validating reports, and driving customer satisfaction through innovative initiatives. The Tower Lead will implement strategies to enhance operational efficiency while ensuring adherence to service level agreements.

Key Responsibilities

1. Drive Revenue Generation For The Tower By Leveraging Ms Teams And Microsoft Teams Ev Functionalities To Enhance Service Offerings And Client Engagement.
2. Ensure Timely Closure Of All Tasks, Escalations, And Crises In Accordance With Agreed-Upon Sla Norms Using Sharepoint Online For Effective Tracking And Reporting.
3. Oversee Operational Hygiene By Validating Reports Generated Through Ms Viva, Ensuring Services Are Delivered As Per The Statement Of Work (Sow).
4. Foster A Culture Of Positive Customer Satisfaction By Developing New Initiatives And Frameworks Utilizing Microsoft Teams To Enhance Client Interaction And Feedback Loops.
5. Implement And Manage The Profit Improvement Plan (Pip) By Identifying Opportunities For Automation And Self-Driven Initiatives That Optimize Operational Processes.

Skill Requirements

1. Proficient In Ms Teams And Microsoft Teams Ev, With A Solid Understanding Of Their Application In Support And Operations.
2. Strong Knowledge Of Sharepoint Online For Report Management And Operational Tracking.
3. Familiarity With Ms Viva For Employee Engagement And Performance Monitoring.
4. In-Depth Understanding Of Operational Efficiency Strategies And Customer Satisfaction Improvement Techniques.

Other Requirements

1. Optional But Valuable Certifications: Microsoft Certified: Teams Administrator Associate, Microsoft Certified: Sharepoint Administrator Associate