Tower Lead - Desk Side Services, AMT Asset Management Software

Experience: Not Available to Not Available years

Location: Noida, India

Skills: ITIL, Automation, Asset Management, Service Level Agreements, SWOT Analysis, GAP Analysis, Stakeholder 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. Drive Revenue Generation For The Asset Management Tower By Developing And Executing Strategies That Align With Business Objectives.
2. Ensure Timely Resolution Of Tasks And Escalations In Adherence To Service Level Agreements (Slas), Promoting Efficiency And Accountability.
3. Oversee Operational Hygiene By Validating Reports And Ensuring Compliance With The Sow, Facilitating Seamless Service Delivery.
4. Enhance Customer Satisfaction By Developing And Promoting New Initiatives And Frameworks Aimed At Improving Service Quality And Responsiveness.
5. Implement Profit Improvement Plans (Pip) By Leveraging Automation And Self-Driven Initiatives To Optimize Operational Performance And Reduce Costs.

Service Success Manager Job Description: Management & Strategic Skills
Management Responsibilities:
Uphold service level agreements with unwavering commitment.
Generate comprehensive progress reports on a regular basis.
Communicate deliverables with clarity, managing and aligning stakeholder expectations.
Develop and sustain robust processes and procedures, ensuring:
Clarity in team roles and responsibilities.
Transparency in deliverables and expectations.
Efficiency in reporting structures.
Compliance with auditing standards.
Achieve an optimal balance between Service Desk performance and service quality.
Guide the professional growth of Service Desk personnel, fostering continuous development.
Actively solicit and incorporate stakeholder feedback for the introduction of current services.

Strategic Expertise:




Establish clear Service Desk goals that are in harmony with the broader business and IT strategies.
Engage in active networking within the organization to foster collaboration.
Establish and maintain strong professional connections with secondary and tertiary support teams.
Lead strategic planning and brainstorming sessions to uncover new business development opportunities.
Perform a thorough Current State Analysis (CSA), including SWOT/GAP analysis, to evaluate Service Desk operations.
Provide consistent, constructive feedback, promoting team growth and development.
Prioritize results-oriented actions to ensure the achievement of objectives.
Exhibit confidence in team abilities, ensuring actions are in sync with verbal commitments.
Illustrate to teams how progress is tracked, benchmarked, and adjusted when necessary.
Share pivotal management reports demonstrating the Service Desk’s capability in meeting objectives.

Strategic Alignment & Business Acumen:
Clearly articulate the strategic goals and core business processes of the supported organization.
Possess a deep understanding of the organization’s strategic plans and the acumen to apply this knowledge effectively.
Interpret and implement the strategic intentions of the organization to enhance Service Desk functions.
Adopt a proactive stance in the development and support of strategic initiatives.
Engage in management decision-making processes, contributing to the organization’s direction.
Display a keen business vision, insight, and judgment.
Play an active role in identifying and cultivating new business opportunities.

Other Requirements
Service Success Manager Job Description: Management & Strategic Skills
Management Responsibilities:
Uphold service level agreements with unwavering commitment.
Generate comprehensive progress reports on a regular basis.
Communicate deliverables with clarity,



managing and aligning stakeholder expectations.
Develop and sustain robust processes and procedures, ensuring:
Clarity in team roles and responsibilities.
Transparency in deliverables and expectations.
Efficiency in reporting structures.
Compliance with auditing standards.
Achieve an optimal balance between Service Desk performance and service quality.
Guide the professional growth of Service Desk personnel, fostering continuous development.
Actively solicit and incorporate stakeholder feedback for the introduction of new services.

Strategic Expertise:
Establish clear Service Desk goals that are in harmony with the broader business and IT strategies.
Engage in active networking within the organization to foster collaboration.
Establish and maintain strong professional connections with secondary and tertiary support teams.
Lead strategic planning and brainstorming sessions to uncover new business development opportunities.
Perform a thorough Current State Analysis (CSA), including SWOT/GAP analysis, to evaluate Service Desk operations.
Provide consistent, constructive feedback, promoting team growth and development.
Prioritize results-oriented actions to ensure the achievement of objectives.
Exhibit confidence in team abilities, ensuring actions are in sync with verbal commitments.
Illustrate to teams how progress is tracked, benchmarked, and adjusted when necessary.
Share pivotal management reports demonstrating the Service Desk’s capability in meeting objectives.

Strategic Alignment & Business Acumen:
Clearly articulate the strategic goals and core business processes of the supported organization.
Possess a deep understanding of the organization’s strategic plans and the acumen to apply this knowledge effectively.
Interpret and implement the strategic intentions of the organization to enhance Service Desk functions.
Adopt a proactive stance in the development and support of strategic initiatives.
Engage in management decision-making processes, contributing to the organization’s direction.
Display a keen business vision, insight, and judgment.
Play an active role in identifying and cultivating new business opportunities.

📌 Tower Lead Desk Side Services, AMT Asset Management Software (Noida)
🏢 HCL Technologies
📍 Noida