Tower Lead (Support & Operations)

Job Summary

To ensure timely resolution of escalations according to agreed-upon norms, deliver reports and services as outlined in the SOW, and effectively implement organizational initiatives.

Key Responsibilities

1. To ensure generation of tower level EE & EN revenue

2. To ensure that all responsibilities, tasks and escalations/crisis are closed as per agreed SLA norms

3. To oversee Operational Hygiene, validate reports and ensure that services are provided as per agreed SOW

4. To promote positive customer satisfaction and develop new initiatives/ frameworks to improve the same

5. To oversee and implement Profit Improvement Plan (PIP) through levers like Automation & self-driven initiatives

Skill Requirements

Other Requirements