Job Summary

The Tower Lead for Support & Operations plays a crucial role in ensuring the effective management and resolution of escalations within the Nutanix and VMware environments. This position is responsible for delivering services in alignment with the Statement of Work (SOW), implementing organizational initiatives, and driving customer satisfaction through operational excellence and innovative frameworks.

Key Responsibilities

1. Generate Tower-Level Revenue By Optimizing And Managing Nutanix And Vmware Vsphere & Vcenter Services, Ensuring Financial Targets Are Met.
2. Ensure All Tasks, Escalations, And Crises Are Resolved According To Agreed Service Level Agreements (Slas), Maintaining Operational Efficiency.
3. Oversee Operational Hygiene By Validating Reports And Ensuring That Services Are Delivered In Accordance With The Agreed Sow, Utilizing Nutanix Cloud Infrastructure For Effective Monitoring.
4. Foster Positive Customer Relationships By Promoting Satisfaction And Developing New Initiatives With Nutanix And Vmware Tools To Enhance Service Delivery.
5. Implement And Oversee The Profit Improvement Plan (Pip) By Leveraging Automation And Self-Driven Initiatives To Enhance Operational Performance And Reduce Costs.

Skill Requirements

1. Advanced Proficiency In Nutanix And Vmware Vsphere & Vcenter Technologies.
2. Solid Understanding Of Nutanix Ahv And Nutanix Cloud Infrastructure.
3. Excellent Problem-Solving And Crisis Management Skills.
4. Strong Communication And Interpersonal Skills To Engage With Clients And Stakeholders Effectively.

Other Requirements

1. Relevant Certifications Such As Nutanix Certified Professional (Ncp) And Vmware Certified Professional (Vcp) Are Optional But Valuable