Tower Lead (Support & Operations)

As a Tower Lead in Support & Operations, you will be responsible for ensuring timely resolution of escalations and crisis situations in accordance with agreed SLA norms. You will oversee the generation of tower-level EE and EN revenue while managing operational hygiene, validating reports, and ensuring services are delivered as per the agreed Statement of Work (SOW). A key aspect of this role involves promoting positive customer satisfaction by developing new initiatives and frameworks for continuous improvement. You will also oversee and implement Profit Improvement Plans (PIP) through levers such as automation and self-driven initiatives. This is a leadership position that requires strong operational oversight, client management capabilities, and the ability to implement organizational initiatives effectively across your tower.