Tower Lead - Citrix Cloud

Job Summary

The Tower Lead for Support & Operations plays a pivotal role in managing escalations, ensuring operational excellence, and delivering services as per the Statement of Work (SOW). This position focuses on enhancing customer satisfaction and driving profitability through innovative initiatives in Citrix Cloud operations, aligning with organizational goals.

Key Responsibilities

1. Generate Tower Level Ee & En Revenue By Leveraging Citrix Cloud Solutions, Implementing Strategic Initiatives To Maximize Profitability.

2. Ensure Timely Resolution Of Escalations And Crises By Managing Citrix Cloud Operations According To Agreed Sla Norms, Maintaining High Service Quality.

3. Oversee Operational Hygiene By Validating Reports And Ensuring Service Delivery Aligns With The Sow, Utilizing Citrix Cloud Tools And Best Practices.

4. Promote Positive Customer Satisfaction By Developing And Implementing New Frameworks And Initiatives Aimed At Enhancing Service Quality And Responsiveness In Citrix Cloud.

5. Implement Profit Improvement Plans (Pip) By Driving Automation And Self-Driven Initiatives Within The Citrix Cloud Environment, Identifying Opportunities For Operational Efficiency.

Skill Requirements

1. Proficient In Citrix Cloud Technologies And Solutions.

2. Strong Understanding Of Service Level Agreements (Slas) And Operational Reporting.

3. Excellent Problem-Solving And Crisis Management Skills.

4. Solid Communication And Stakeholder Management Abilities.

5. Familiarity With Automation Tools And Process Improvement Methodologies.

Other Requirements

1. Optional But Valuable: Citrix Certified Expert Virtualization (Cce-V) Or Similar Certifications Relevant To Citrix Cloud