Job Summary

The Tower Lead in Support & Operations plays a crucial role in managing escalations and ensuring seamless service delivery. This role is pivotal in driving operational excellence, fostering customer satisfaction, and implementing strategic initiatives to enhance revenue and efficiency in line with organizational objectives.

Key Responsibilities

1. Ensure The Generation Of Tower-Level Revenue Through Effective Management Of Data Lan/Wan Services And Operational Strategies.
2. Oversee The Timely Resolution Of Escalations And Crises By Adhering To Agreed Sla Norms, Ensuring Continuous Service Availability And Reliability.
3. Validate Operational Reports And Maintain High Operational Hygiene By Implementing Best Practices In Data Lan/Wan Management As Per The Sow.
4. Develop And Implement Frameworks To Enhance Customer Satisfaction, Leveraging Data Insights And Feedback To Drive Continuous Improvement Initiatives.
5. Lead The Implementation Of The Profit Improvement Plan By Identifying Automation Opportunities And Fostering Self-Driven Initiatives To Optimize Operational Performance.

Skill Requirements

Job Summary\\\\r\\\\nThe Network Team Manager is responsible for leading and managing a team of 20–25 Network Engineers providing 24×7 operational support for enterprise SD‑WAN, Routing, Switching, Wireless, and Network Infrastructure services.\\\\r\\\\nThis role owns service delivery outcomes, operational excellence, incident governance, and continuous improvement across both modern SD‑WAN platforms and traditional routing & switching environments. The manager ensures high service availability, quality delivery against defined KRAs, effective escalation handling, and long‑term team capability development.\\\\r\\\\nKey Responsibilities\\\\r\\\\nTeam Leadership & People Management\\\\r\\\\nManage a team of 20–25 network engineers operating in a 24×7 rotational shift model.\\\\r\\\\nOwn team performance against defined KRAs, SLAs, and quality targets, and report performance metrics to leadership.\\\\r\\\\nProvide team members with consistent direction, coaching, mentoring, and career development guidance.\\\\r\\\\nCreate a positive working environment focused on learning, collaboration, and career progression.\\\\r\\\\nManage time tracking, absence planning, shift rosters, recruitment, onboarding, training, and skill development.\\\\r\\\\nConduct regular performance reviews, feedback sessions, and capability assessments.\\\\r\\\\nIncident, Escalation & Problem Management\\\\r\\\\nAct as the senior escalation point for P1/P2 incidents, customer complaints, and chronic issues.\\\\r\\\\nGuide teams on incident prioritization, troubleshooting strategy, and faster resolution.\\\\r\\\\nRepresent the team on customer escalation calls and executive bridge calls.\\\\r\\\\nEnsure root cause analysis (RCA), problem management, and preventive measures are completed and tracked.\\\\r\\\\nConduct regular analysis of ticket trends, repeat incidents, and resolution effectiveness.\\\\r\\\\nProcess Improvement & Operational Excellence\\\\r\\\\nPlan, design, and implement network operational processes, SOPs, runbooks, and escalation workflows.\\\\r\\\\nLead initiatives to improve service quality, efficiency, automation, and monitoring.\\\\r\\\\nDrive adoption of ITIL-aligned practices for incident, problem, and change management.\\\\r\\\\nUse data and reporting (Excel, dashboards, KPIs) to continuously improve operational outcomes.\\\\r\\\\n\\\\r\\\\nMinimum Qualifications\\\\r\\\\nBachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent experience.\\\\r\\\\nStrong experience in a network operations or technical customer services environment.\\\\r\\\\nProven experience managing a Network Operations team of 20–30 engineers.\\\\r\\\\nGood understanding of:\\\\r\\\\nLAN/WAN, Routing & Switching fundamentals\\\\r\\\\nSD‑WAN technologies\\\\r\\\\nNetwork operations processes\\\\r\\\\nExperience in planning, creating, and implementing operational processes.\\\\r\\\\nIntermediate to strong proficiency in Microsoft Excel for operational reporting.\\\\r\\\\nAbility to handle customer escalations, crisis situations, and executive communications.\\\\r\\\\nWillingness to work in a 24×7 rotational shift environment, including nights, weekends, and holidays.\\\\r\\\\nExcellent communication skills with the ability to deliver results under pressure.\\\\r\\\\n\\\\r\\\\nWorking Conditions\\\\r\\\\n24×7 operational environment with manager participation in escalations and major incidents.\\\\r\\\\nHigh‑visibility role with direct impact on customer satisfaction and business continuity\\\\\\\"\\\\r\\\\n

Other Requirements

1. Optional But Valuable Certifications: Cisco Certified Network Professional (Ccnp), Itil Foundation Certification