Job Summary
The Tower Lead for Support & Operations plays a pivotal role in ensuring the effective management and resolution of escalations within the Fortinet perimeter security framework. This role is crucial for maintaining service delivery standards, promoting customer satisfaction, and driving operational efficiency through cutting-edge initiatives. The Tower Lead will lead efforts to meet revenue targets and oversee the implementation of strategic operational improvements.
Key Responsibilities
Drive The Generation Of Tower-Level Revenue By Implementing Strategic Initiatives In Fortinet Perimeter Security Operations.
Ensure All Escalations And Crisis Situations Are Resolved In Accordance With Agreed Sla Norms,
Maintaining High Operational Standards.
Oversee Operational Hygiene By Validating Reports And Ensuring Services Are Delivered Per The Statement Of Work (Sow) Within The Fortinet Security Setting.
Foster Positive Customer Satisfaction Through The Development And Implementation Of New Frameworks And Initiatives Aimed At Enhancing Service Delivery.
Lead The Execution Of The Profit Improvement Plan (Pip) By Leveraging Automation And Self-Driven Initiatives To Optimize Operational Efficiency.
Skill Requirements
Robust Expertise In Fortinet Technologies And Perimeter Security Operations.
In-Depth Knowledge Of Service Level Agreements (Slas) And Operational Reporting.
Excellent Customer Relationship Management And Satisfaction Improvement Skills.
Proficiency In Operational Excellence Methodologies And Process Optimization.
Ability To Drive Automation Initiatives And Implement Innovative Solutions.
Other Requirements
Optional But Valuable Certifications: Fortinet Network Security Expert (Nse) Certification