Job Summary

The Tower Lead for Support & Operations plays a pivotal role in ensuring the effective management of escalations and operational excellence within the Azure IaaS and Windows environments. This position focuses on delivering services as per the Statement of Work (SOW), driving customer satisfaction, and implementing strategic initiatives to enhance operational efficiency and revenue generation.

Key Responsibilities

1. Oversee The Generation Of Tower-Level Revenue By Leveraging Azure Iaas And Windows Services, Ensuring Alignment With Organizational Financial Targets.
2. Ensure Closure Of All Responsibilities, Tasks, And Escalations According To Agreed Sla Norms By Utilizing Effective Resource Management And Operational Strategies.
3. Validate Reports And Oversee Operational Hygiene By Applying Best Practices In Azure Iaas And Terraform Implementations, Ensuring Service Delivery Meets Sow Standards.
4. Promote Customer Satisfaction By Developing And Implementing New Initiatives And Frameworks Within The Azure Ecosystem To Enhance Service Quality.
5. Drive The Implementation Of Profit Improvement Plans (Pip) By Identifying Automation Opportunities And Fostering Self-Driven Initiatives In The Support And Operations Environment.

Skill Requirements

1. Proficient In Azure Iaas And Windows Server Management.
2. Strong Knowledge Of Terraform For Infrastructure As Code.
3. Excellent Operational Management And Reporting Skills.
4. Solid Understanding Of Sla Management And Customer Satisfaction Strategies.

Other Requirements

1. Optional But Valuable: Azure Solutions Architect Expert Certification.
2. Optional But Valuable: Terraform Associate Certification