Job Summary

The Tower Lead for Support & Operations plays a pivotal role in driving the success of the service tower by ensuring the timely resolution of escalations, adherence to service level agreements, and the delivery of reports and services as per the Statement of Work (SOW). This position is instrumental in enhancing customer satisfaction and implementing strategic initiatives that contribute to operational excellence and profitability.

Key Responsibilities

1. Generate Tower-Level Ee And En Revenue By Leveraging Symantec Netbackup And Symantec Backup Exec To Optimize Backup And Recovery Solutions For Clients.
2. Ensure All Responsibilities, Tasks, And Escalations Are Resolved In Accordance With Agreed Sla Norms, Employing Emc Data Domain For Efficient Data Management And Storage Solutions.
3. Oversee Operational Hygiene By Validating Reports Generated Through Symantec Backup Exec And Ensuring All Services Are Delivered As Per The Agreed Sow.
4. Promote Positive Customer Satisfaction By Developing And Implementing New Initiatives And Frameworks Aimed At Enhancing Service Delivery And Client Engagement.
5. Oversee And Implement Profit Improvement Plans (Pip) Utilizing Automation And Self-Driven Initiatives To Streamline Operations And Improve Service Efficiency.

Skill Requirements

1. Proficient In Symantec Netbackup And Symantec Backup Exec With A Solid Understanding Of Backup And Recovery Processes.
2. Familiarity With Emc Data Domain For Effective Data Management And Storage Optimization.
3. Strong Analytical And Problem-Solving Skills To Drive Operational Improvements.
4. Excellent Communication And Interpersonal Skills To Foster Customer Relationships And Team Collaboration.

Other Requirements

1. Relevant Certifications Such As Symantec Certified Specialist (Scs) Or Emc Data Domain Certification Are Preferred But Not Mandatory