Job Summary

The Tower Lead for Support & Operations plays a critical role in managing escalations, ensuring adherence to service level agreements (SLAs), and driving operational excellence in SharePoint Security. This position is vital for fostering customer satisfaction and implementing organizational initiatives that enhance service delivery and revenue generation.

Key Responsibilities

1. Ensure The Generation Of Tower-Level Ee And En Revenue By Implementing Strategic Initiatives In Sharepoint Security Practices And Operational Improvements.
2. Oversee And Manage All Responsibilities, Tasks, And Escalations Related To Sharepoint Security, Ensuring Timely Closure In Accordance With Agreed Sla Norms.
3. Validate Operational Reports And Ensure That All Sharepoint Security Services Are Delivered As Per The Agreed Statement Of Work (Sow), Maintaining High Operational Hygiene.
4. Promote Positive Customer Satisfaction By Developing New Frameworks And Initiatives Focused On Enhancing The Quality Of Sharepoint Security Services.
5. Implement The Profit Improvement Plan (Pip) Through Automation And Self-Driven Initiatives To Optimize Operational Efficiency In Sharepoint Security Processes.

Skill Requirements

1. In-Depth Knowledge Of Sharepoint Security Protocols Including Tls And Ssl.
2. Solid Understanding Of Operational Management And Support Frameworks.
3. Strong Analytical And Problem-Solving Skills To Address Escalations And Operational Challenges.
4. Excellent Communication And Interpersonal Skills To Foster Customer Relations And Team Collaboration.
5. Familiarity With Revenue Generation Strategies And Performance Metrics Related To Support Operations.

Other Requirements

1. Optional But Valuable Certifications: Microsoft Certified: Security, Compliance, And Identity Fundamentals