Job Summary

The Tower Lead for Support & Operations plays a crucial role in ensuring the seamless delivery of services and timely resolution of escalations within the framework of agreed Service Level Agreements (SLAs). This role is pivotal in driving operational excellence, fostering customer satisfaction, and implementing strategic initiatives that align with organizational objectives.

Key Responsibilities

1. Drive Revenue Generation By Leveraging Qualys And Soc Tools To Enhance Tower-Level Performance While Ensuring Compliance With Financial Targets.
2. Manage Escalations And Crises By Ensuring All Tasks Are Addressed And Resolved Within Agreed Sla Norms Using Effective Problem-Solving Techniques.
3. Validate Operational Reports And Ensure Adherence To The Statement Of Work (Sow) By Utilizing Qualys Dashboards To Monitor Service Delivery Metrics.
4. Enhance Customer Satisfaction By Developing And Implementing New Frameworks And Initiatives That Promote Service Quality And Responsiveness.
5. Lead The Implementation Of The Profit Improvement Plan (Pip) Through Automation Initiatives And Self-Driven Strategies, Utilizing Soc Analytics To Identify Areas For Enhancement.

Skill Requirements

1. Expertise In Qualys And Soc Tools With A Strong Understanding Of Operational Processes.
2. Solid Ability To Manage Escalations And Drive Timely Resolution Strategies.
3. In-Depth Knowledge Of Service Delivery Metrics And Performance Reporting.
4. Strong Analytical Skills To Identify Improvement Opportunities And Implement Effective Solutions.

Other Requirements

1. Relevant Certifications In Qualys And Soc Practices Are Optional But Valuable