Tower Lead (Support & Operations)
HyderabadFull-timeSenior levelPosted 1 week ago
Senior operations role at HCLTech in Hyderabad.
About the role
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.
What you'll do
- Ensure generation of tower level EE & EN revenue
- Ensure that all responsibilities, tasks and escalations/crisis are closed as per agreed SLA norms
- Oversee Operational Hygiene, validate reports and ensure that services are provided as per agreed SOW
- Promote positive customer satisfaction and develop new initiatives/ frameworks to improve the same
- Oversee and implement Profit Improvement Plan (PIP) through levers like Automation & self-driven initiatives