Bengaluru, Karnataka

Job Summary

The Tower Lead for Support & Operations plays a crucial role in ensuring the efficient delivery of services and timely resolution of escalations within the Data domain. This position emphasizes accountability in meeting service level agreements (SLAs) while implementing organizational initiatives and driving customer satisfaction.

Key Responsibilities

1. Ensure The Generation Of Tower-Level Revenue Through Effective Management And Optimization Of Sdwan And Wireless Wlan (Cisco) Solutions.

2. Manage Escalations And Crises By Ensuring Timely Closure Of All Responsibilities And Tasks In Accordance With Agreed Sla Norms, Maintaining Operational Efficiency.

3. Oversee Operational Hygiene By Validating Reports And Ensuring Service Delivery Aligns With The Agreed Statement Of Work (Sow), Thereby Enhancing Service Quality.

4. Foster Positive Customer Satisfaction By Developing And Implementing Recent Initiatives And Frameworks Aimed At Improving Service Delivery And Client Experience.

5. Implement The Profit Improvement Plan (Pip)



By Leveraging Automation And Self-Driven Initiatives To Enhance Operational Efficiency And Cost-Effectiveness.

Skill Requirements

Network Data Engineer, you will serve as a senior escalation point for complex data network issues, lead root cause analysis, and drive optimization initiatives across large-scale enterprise and telecom infrastructures. You will collaborate with Tier 1/2 teams, engineering, and customer stakeholders to ensure high availability and performance of data services.

Key Responsibilities
- Lead advanced troubleshooting and resolution of escalated incidents across Ethernet, MPLS, SD-WAN, IP routing, and switching domains.
- Perform logical provisioning, configuration, and validation of transmission circuits and services.
- Drive root cause analysis and implement permanent fixes for recurring issues.
- Collaborate with Tier 1/2 teams and engineering to support network upgrades, migrations

📌 Tower Lead (Bengaluru)
🏢 HCLTech
📍 Bengaluru