Job Summary

The Tower Lead for Support & Operations plays a crucial role in ensuring the efficient management of escalations and the delivery of services aligned with the Service Level Agreements (SLAs) and Statements of Work (SOWs). This position is vital for driving operational excellence, enhancing customer satisfaction, and implementing strategic initiatives that foster continuous improvement within the organization.

Key Responsibilities

1. Generate Tower-Level Revenue By Leveraging Iaas On Azure And Implementing Infrastructure As Code (Iac) Practices Using Terraform And Vra To Optimize Resource Deployment.
2. Ensure Timely Resolution Of Escalations And Crises By Coordinating With Cross-Functional Teams, Adhering To Agreed Sla Norms, And Utilizing Azure Kubernetes For Efficient Incident Management.
3. Oversee Operational Hygiene By Validating Reports And Ensuring The Delivery Of Services As Specified In The Sow, Applying Best Practices In Windows Azure Iaas And Paas Environments.
4. Promote Positive Customer Satisfaction By Developing And Implementing New Initiatives And Frameworks That Enhance Service Quality And Responsiveness, Utilizing Azure Tools For Customer Engagement.
5. Implement Profit Improvement Plans (Pip) By Identifying Automation Opportunities And Driving Self-Initiated Projects That Improve Operational Efficiency And Reduce Costs Using Azure'S Automation Capabilities.

Skill Requirements

1. Strong Proficiency In Iaas On Azure And Infrastructure As Code (Iac) With Terraform And Vra.
2. In-Depth Knowledge Of Azure Kubernetes, Windows Azure Paas, And Windows Azure Iaas.
3. Solid Understanding Of Service Delivery Frameworks, Sla Management, And Operational Performance Metrics.

Other Requirements

1. Azure Solutions Architect Expert Certification Is Highly Recommended.
2. Terraform Associate Certification Is Valuable But Not Mandatory