Job Summary

The Tower Lead for Support & Operations plays a pivotal role in ensuring the seamless delivery of services and timely resolution of escalations. This position is essential for maintaining operational excellence, fostering customer satisfaction, and implementing strategic initiatives that align with organizational goals.

Key Responsibilities

1. Drive Revenue Generation For The Support Tower By Leveraging Sybase Administration And Azure Solutions, Ensuring Alignment With Business Objectives.
2. Ensure Timely Closure Of All Responsibilities, Tasks, And Escalations In Accordance With Agreed Sla Norms, Maintaining High Standards Of Operational Efficiency.
3. Oversee Operational Hygiene By Validating Reports And Ensuring Service Delivery Adheres To The Statement Of Work (Sow), Utilizing Sybase And Azure For Data Management And Reporting.
4. Foster Positive Customer Satisfaction Through Proactive Engagement And The Development Of New Initiatives And Frameworks Aimed At Enhancing Service Quality And Response Times.
5. Implement And Oversee The Profit Improvement Plan (Pip) By Identifying Opportunities For Automation And Self-Driven Initiatives, Leveraging Azure Tools To Optimize Operational Processes.

Skill Requirements

1. Proficiency In Sybase Administration And Azure Technologies.
2. Solid Understanding Of Operational Metrics And Sla Management.
3. In-Depth Knowledge Of Reporting Frameworks And Service Delivery Standards.
4. Excellent Problem-Solving Skills And A Customer-Centric Approach.

Other Requirements

1. Optional But Valuable: Microsoft Certified: Azure Administrator Associate.
2. Optional But Valuable: Sybase Certified Professional