Tower Lead - EMC PowerMax, PowerStore

About the role

The Tower Lead for Support & Operations plays a critical role in ensuring the effective management and resolution of escalations within the EMC PowerMax and PowerStore environments. This position is essential for maintaining operational excellence, enhancing customer satisfaction, and driving revenue growth.

What you'll do

• Drive Revenue Generation For The Tower By Leveraging Emc Powermax And Powerstore Technologies, Ensuring Alignment With Organizational Financial Targets
• Ensure Timely Closure Of All Responsibilities, Tasks, And Escalations In Accordance With Agreed Service Level Agreements (Slas)
• Oversee Operational Hygiene By Validating Reports And Ensuring That Services Are Executed As Per The Sow, Implementing Improvements Where Necessary
• Foster Positive Customer Satisfaction By Developing And Promoting Initiatives And Frameworks Aimed At Enhancing Service Delivery And Client Engagement
• Implement And Manage Profit Improvement Plans (Pips) Through Strategies Such As Automation And Self-Driven Initiatives

What you need

• Escalation handling
• Communication

Good to have

• ITIL