Job Summary

The Tower Lead for Tools & Automation plays a critical role in overseeing and enhancing the efficiency of monitoring and event management within the Integrated Command Center. This position is pivotal in ensuring that escalations are resolved promptly, operational hygiene is maintained, and customer satisfaction is prioritized. The Tower Lead will also be instrumental in driving automation initiatives and implementing strategies that align with the organization's goals.

Key Responsibilities

1. Oversee The Monitoring And Event Management Processes Using Integrated Tools To Ensure Timely Resolution Of Escalations In Accordance With Agreed Sla Norms.
2. Generate And Analyze Revenue Reports At The Tower Level, Leveraging Monitoring Insights To Identify Growth Opportunities And Optimize Service Delivery.
3. Validate Operational Reports And Ensure Compliance With The Statement Of Work (Sow), Enhancing Service Quality Through Proactive Oversight.
4. Develop And Implement Frameworks Aimed At Improving Customer Satisfaction, Utilizing Feedback And Monitoring Data To Drive Continuous Improvement Initiatives.
5. Lead The Implementation Of Profit Improvement Plans (Pip) By Identifying Automation Opportunities And Self-Driven Initiatives To Enhance Operational Efficiency.

Skill Requirements

1. Proficient In Monitoring Tools And Technologies Relevant To Integrated Command Center And Event Monitoring.
2. Strong Understanding Of Operational Processes Within Network Operations Center And Technical Operations Center.
3. Familiarity With It Support Monitoring And Batch Monitoring Practices.
4. Excellent Analytical Skills To Assess Performance Metrics And Generate Insightful Reports.

Other Requirements

1. Itil Foundation Certification (Optional But Valuable).
2. Six Sigma Green Belt Certification (Optional But Valuable)