Job Summary

The Tower Lead for Support & Operations plays a pivotal role in managing the resolution of escalations, ensuring adherence to service level agreements (SLAs), and driving operational excellence. This position is crucial for delivering high-quality reports and services as outlined in the Statement of Work (SOW), while also implementing key organizational initiatives that enhance overall efficiency and customer satisfaction.

Key Responsibilities

1. Ensure Generation Of Tower Level Ee & En Revenue By Leveraging Ms Windows 2000 Administration Best Practices And Optimizing System Performance.
2. Manage And Resolve Escalations And Crises In Accordance With Agreed Sla Norms, Utilizing Ms Windows 2000 Administration Tools To Diagnose And Rectify Issues.
3. Oversee Operational Hygiene By Validating Reports Generated From Ms Windows 2000 Systems, Ensuring Compliance With Sow And Operational Standards.
4. Foster Positive Customer Satisfaction By Developing And Implementing New Initiatives And Frameworks That Enhance Service Delivery In Ms Windows 2000 Environments.
5. Implement Profit Improvement Plans (Pip) By Spearheading Automation Initiatives And Self-Driven Projects That Enhance Operational Efficiency Within Ms Windows 2000 Administration.

Skill Requirements

1. Expertise In Ms Windows 2000 Administration With A Strong Understanding Of System Configurations And Management.
2. Proficiency In Operational Reporting And Sla Adherence Within A Support And Operations Context.
3. Strong Problem-Solving Skills With The Ability To Handle Escalations And Crises Effectively.
4. Excellent Communication And Customer Service Skills To Promote Satisfaction And Engagement.

Other Requirements

1. Optional But Valuable Certifications: Microsoft Certified: Windows Server Fundamentals, Itil Foundation