Tower Lead (Support & Operations)

Technology, Data & Digital · IT Infrastructure & Security · Cloud Engineering · DevOps

Smart Summary

AI-generated overview of this position

HCLTech is seeking a Tower Lead for Support & Operations in Chennai, India. This role is responsible for ensuring timely resolution of escalations, delivering services as per SOW, and implementing organizational initiatives. The ideal candidate will oversee operational hygiene, validate reports, and drive customer satisfaction through new initiatives and profit improvement plans.

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 initiativesÂ Â Â Â Â Â

Skill Requirements

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Other Requirements

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#support#operations#escalation-management#sla-management#customer-satisfaction#profit-improvement#automation