Nagpur, Maharashtra

Job Summary

The Tower Lead in Support & Operations plays a crucial role in managing escalations and ensuring seamless service delivery. This role is pivotal in driving operational excellence, fostering customer satisfaction, and implementing strategic initiatives to enhance revenue and efficiency in line with organizational objectives.

Key Responsibilities

1. Ensure The Generation Of Tower-Level Revenue Through Effective Management Of Data Lan/Wan Services And Operational Strategies.

2. Oversee The Timely Resolution Of Escalations And Crises By Adhering To Agreed Sla Norms, Ensuring Continuous Service Availability And Reliability.

3. Validate Operational Reports And Maintain High Operational Hygiene By Implementing Best Practices In Data Lan/Wan Management As Per The Sow.

4. Develop And Implement Frameworks To Enhance Customer Satisfaction, Leveraging Data Insights And Feedback To Drive Continuous Improvement Initiatives.

5.



Lead The Implementation Of The Profit Improvement Plan By Identifying Automation Opportunities And Fostering Self-Driven Initiatives To Optimize Operational Performance.

Skill Requirements

Job Summary\
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The Network Team Manager is responsible for leading and managing a team of 20-25 Network Engineers providing 24×7 operational support for enterprise SD‑WAN, Routing, Switching, Wireless, and Network Infrastructure services.\
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This role owns service delivery outcomes, operational excellence, incident governance, and continuous improvement across both up-to-date SD‑WAN platforms and traditional routing & switching environments. The manager ensures high service availability, quality delivery against defined KRAs, effective escalation handling, and long‑term team capability development.\
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Key Responsibilities\
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Team Leadership & People Management\
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Manage a team of 20-25 network engineers operating in a 24×7 rotational shift model.\
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Own team performance against defined KRAs, SLAs, and quality t

📌 Tower Lead (Nagpur)
🏢 HCLTech
📍 Nagpur