Job Summary

The Tower Lead for Support & Operations plays a critical role in ensuring the seamless delivery of services and timely resolution of escalations. This position is pivotal in aligning operational activities with organizational goals, enhancing customer satisfaction, and driving efficiency through automation and innovative initiatives.

Key Responsibilities

1. Ensure Revenue Generation For The Tower By Leveraging Web Application Firewall And Cisco Asa Expertise To Optimize Service Offerings And Operational Effectiveness.
2. Oversee The Resolution Of Escalations And Crises By Implementing Best Practices In Web Application Firewall Management And Cisco Asa Configurations, Ensuring Adherence To Agreed Sla Norms.
3. Validate Operational Reports And Maintain Operational Hygiene By Utilizing Web Application Firewall And Cisco Asa Tools, Ensuring Compliance With The Statement Of Work (Sow).
4. Foster Positive Customer Satisfaction By Developing And Implementing Frameworks That Utilize Web Application Firewall And Cisco Asa Capabilities To Enhance Service Delivery.
5. Lead The Implementation Of The Profit Improvement Plan (Pip) By Identifying Automation Opportunities And Driving Self-Initiated Projects That Leverage Web Application Firewall And Cisco Asa Technologies.

Skill Requirements

1. Expertise In Web Application Firewall Technologies And Cisco Asa Configurations.
2. Strong Understanding Of Operational Processes And Service Delivery Frameworks.
3. Proven Ability To Drive Customer Satisfaction Through Innovative Initiatives And Frameworks.
4. Familiarity With Automation Tools And Techniques Relevant To Support And Operations.

Other Requirements

1. Optional Certifications: Certified Information Systems Security Professional (Cissp), Cisco Certified Network Associate (Ccna) Security, Or Web Application Firewall (Waf) Certification