Tower Lead - Critical Incident Management

Job Summary

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.

Key Responsibilities

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

Skill Requirements

1. Proficiency In Critical Incident Management And Itil Processes.
2. Strong Knowledge Of Snow Administration, Bmc Remedy, Ca Service Desk, And Avanti.
3. Excellent Analytical And Problem-Solving Skills.
4. Strong Communication And Leadership Abilities.

Other Requirements

1. Itil Certification Is Highly Recommended.
2. Relevant Certifications In Service Management Tools (E.G., Servicenow Certified Administrator) Are Optional But Valuable