Sr Tower Lead (Tools & Automation)

As a Senior Tower Lead for Tools & Automation, you will be responsible for driving tower-level revenue generation while ensuring all escalations and crisis situations are resolved within agreed SLA norms. You will manage operational hygiene, validate reports, and ensure services are delivered as per the agreed Statement of Work (SOW). A key aspect of this role involves ensuring positive customer satisfaction and developing new initiatives and frameworks to continuously improve the customer experience. You will also be responsible for managing and implementing Profit Improvement Plans (PIP) through levers such as automation and self-driven initiatives. This is a leadership role requiring strong operational management, stakeholder communication, and a focus on continuous improvement.