Tower Lead (Support & Operations)

About the role

The EUC Operations Manager is responsible for end-to-end delivery, governance, and continuous improvement of End User Computing (EUC) services, including Workplace Engineering, Unified Messaging & Collaboration, and Unified Communications. The role ensures service excellence, stakeholder satisfaction, cost optimization, automation, and people leadership aligned to contractual and business outcomes.

What you'll do

• Own BAU operations across EUC towers ensuring SLA/SLO compliance
• Drive ITIL processes – Incident, Problem, Change, Major Incident, Service Request
• Ensure platform stability, performance, availability, and security
• Lead Major Incident Management and RCA with preventive actions
• Ensure CMDB accuracy and operational readiness

What you need

• 12–15 yrs of experience
• Reporting
• Process improvement
• Team management
• Office 365
• ITIL
• Root cause analysis
• Any graduate

Good to have

• Talent management
• Performance management
• LLMs
• Intune