Tower Lead - Critical Incident Management

About the role

The Tools & Automation Engineer plays a crucial role in enhancing operational efficiency through the development and maintenance of automation tools. This position focuses on asset management and ITIL processes, ensuring that all solutions align with organizational standards for quality and cost. The engineer will work collaboratively to deliver high-quality code and support existing projects while responding to client requests.

What you'll do

• Ensure The Generation Of Tower Level Revenue By Leveraging Critical Incident Management Principles And Itil Frameworks To Optimize Service Delivery
• Manage Escalations And Crises By Implementing Structured Processes And Ensuring Closure In Alignment With Agreed Sla Norms
• Oversee Operational Hygiene By Validating Reports And Ensuring Service Compliance With The Statement Of Work (Sow) Through Effective Use Of Snow, Bmc Remedy
• Enhance Customer Satisfaction By Developing And Promoting New Initiatives And Frameworks Aimed At Continuous Improvement In Service Delivery
• Drive The Implementation Of Profit Improvement Plans (Pip) By Identifying Opportunities For Automation And Initiating Self-Driven Improvement Projects

What you need

• Ticketing tools
• ITIL
• Escalation handling
• Problem solving
• Any graduate

Good to have

• ServiceNow