Tower Lead - Wireless Networking

Job Summary

The Tower Lead for Support & Operations plays a crucial role in ensuring the efficient delivery of services and timely resolution of escalations within the Data domain. This position emphasizes accountability in meeting service level agreements (SLAs) while implementing organizational initiatives and driving customer satisfaction.

Key Responsibilities

1. Ensure The Generation Of Tower-Level Revenue Through Effective Management And Optimization Of Sdwan And Wireless Wlan (Cisco) Solutions.
2. Manage Escalations And Crises By Ensuring Timely Closure Of All Responsibilities And Tasks In Accordance With Agreed Sla Norms, Maintaining Operational Efficiency.
3. Oversee Operational Hygiene By Validating Reports And Ensuring Service Delivery Aligns With The Agreed Statement Of Work (Sow), Thereby Enhancing Service Quality.
4. Foster Positive Customer Satisfaction By Developing And Implementing New Initiatives And Frameworks Aimed At Improving Service Delivery And Client Experience.
5. Implement The Profit Improvement Plan (Pip) By Leveraging Automation And Self-Driven Initiatives To Enhance Operational Efficiency And Cost-Effectiveness.

Skill Requirements

1. Proficient In Data Sdwan And Wireless Wlan (Cisco) Technologies.
2. Solid Understanding Of Operational Processes And Service Delivery Frameworks.
3. Excellent Problem-Solving And Crisis Management Skills.
4. Strong Analytical Abilities To Validate Reports And Ensure Compliance With Sow.
5. Competence In Developing Customer Satisfaction Improvement Initiatives.

Other Requirements

1. Optional But Valuable Certifications: Cisco Certified Network Professional (Ccnp), Cisco Certified Network Associate (Ccna) Wireless, And Itil Foundation