Tower Lead - Miscrosoft Windows,Microsoft Servers RDS,Touch Services

Job Summary

The Tower Lead for Support & Operations plays a critical role in ensuring the seamless functioning of Microsoft VDI solutions and related services. This position is responsible for managing escalations, driving operational excellence, and implementing strategic initiatives to enhance customer satisfaction and operational efficiency in line with organizational objectives.

Key Responsibilities

1. Ensure The Generation Of Tower-Level Revenue Through Effective Management Of Microsoft Vdi Solutions And Rdsh, Aligning Financial Performance With Operational Goals.

2. Oversee And Resolve Escalations And Crises Relating To Vdi Services As Per Agreed Sla Norms, Ensuring Timely And Effective Communication With Stakeholders.

3. Validate Operational Reports And Maintain Operational Hygiene, Ensuring That All Services Are Delivered In Accordance With The Statement Of Work (Sow) Using Microsoft Vdi Technologies.

4. Develop And Implement Customer Satisfaction Initiatives By Leveraging Touch Services And Telepresence Solutions, Promoting A Positive Experience For All Users.

5. Drive The Profit Improvement Plan (Pip) By Identifying Automation Opportunities And Implementing Self-Driven Initiatives To Enhance Service Delivery And Operational Efficiency.

Skill Requirements

Proficiency In Microsoft Vdi Solutions And Rdsh:

1. Strong Understanding Of Touch Services And Video/Telepresence Technologies

Excellent Problem-Solving And Crisis Management Skills:

Ability To Analyze And Validate Operational Reports:

1. Strong Communication And Customer Relationship Management Skills

Other Requirements

1. Microsoft Certified: Azure Administrator Associate (Optional But Valuable)

2. Itil Foundation Certification (Optional But Valuable