Tower Lead - Red Hat Enterprise Linux, Red Hat Satellite, Red Hat Cluster

Job Summary

The Tower Lead for Support & Operations plays a crucial role in ensuring the efficient resolution of escalations and the delivery of high-quality services. This position is responsible for maintaining operational excellence and driving customer satisfaction through innovative initiatives while adhering to the organization's strategic objectives.

Key Responsibilities

1. Drive Revenue Generation By Leveraging Redhat Linux And Redhat Satellite Capabilities To Enhance Tower-Level Operational Efficiencies.

2. Ensure Timely Resolution Of Escalations By Applying Best Practices In Redhat Cluster Management, Adhering To Agreed Sla Norms, And Implementing Crisis Management Protocols.

3. Oversee Operational Hygiene By Validating Reports, Optimizing Processes, And Ensuring Services Are Delivered In Accordance With The Statement Of Work (Sow).

4. Foster Positive Customer Satisfaction By Developing And Implementing Frameworks And Initiatives That Leverage Redhat Linux Tools For Enhanced Service Delivery.

5. Lead The Implementation Of Profit Improvement Plans (Pip) By Identifying Automation Opportunities And Self-Driven Initiatives That Enhance Operational Performance.

Skill Requirements

1. Advanced Proficiency In Redhat Linux, Redhat Satellite, And Redhat Cluster.

2. Strong Analytical And Problem-Solving Skills To Address Escalations And Improve Service Delivery.

3. Excellent Communication And Interpersonal Skills To Foster Customer Relationships And Promote Satisfaction.

Other Requirements

1. Relevant Red Hat Certifications (E.G., Red Hat Certified Engineer Rhce, Red Hat Certified Specialist In Ansible Automation) Are Optional But Valuable