Tower Lead - Cisco Application Centric Infrastructure (ACI)I,

About the role

The Tower Lead in Support & Operations plays a pivotal role in ensuring the delivery of high-quality support services while driving operational excellence. This position is responsible for managing escalations, implementing automation initiatives, and maintaining customer satisfaction, all while aligning with the organizational objectives and revenue targets.

What you'll do

• Drive Network Automation Initiatives By Implementing Cisco Aci To Enhance Operational Efficiency And Ensure Timely Resolution Of Escalations In Compliance With Sla Norms
• Generate Reports Using Network Automation Tools To Validate Performance Metrics And Ensure Adherence To The Statement Of Work (Sow) For Service Delivery
• Oversee Operational Hygiene By Evaluating Support Processes And Implementing Best Practices To Ensure Consistent Service Quality And Rapid Issue Resolution
• Foster Positive Customer Satisfaction By Developing And Executing Frameworks That Promote Proactive Communication And Effective Problem-Solving Strategies
• Implement The Profit Improvement Plan (Pip) By Leveraging Automation Solutions And Self-Driven Initiatives To Enhance Service Delivery Efficiency And Revenue Generation

What you need

• Customer service
• Escalation handling
• Performance management
• Problem solving
• Any graduate

Good to have

• CCNP
• ITIL