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\ \ 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.\ \ This role owns service delivery outcomes, operational excellence, incident governance, and continuous improvement across both modern 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.\ \ Key Responsibilities\ \ Team Leadership & People Management\ \ Manage a team of 20-25 network engineers operating in a 24×7 rotational shift model.\ \ Own team performance against defined KRAs, SLAs, and quality targets, and report performance metrics to leadership.\ \ Provide team members with consistent direction, coaching, mentoring, and career development guidance.\ \ Create a positive working environment focused on learning, collaboration, and career progression.\ \ Manage time tracking, absence planning, shift rosters, recruitment, onboarding, training, and skill development.\ \ Conduct regular performance reviews, feedback sessions, and capability assessments.\ \ Incident, Escalation & Problem Management\ \ Act as the senior escalation point for P1/P2 incidents, customer complaints, and chronic issues.\ \ Guide teams on incident prioritization, troubleshooting strategy, and faster resolution.\ \ Represent the team on customer escalation calls and executive bridge calls.\ \ Ensure root cause analysis (RCA), problem management, and preventive measures are completed and tracked.\ \ Conduct regular analysis of ticket trends, repeat incidents, and resolution effectiveness.\ \ Process Improvement & Operational Excellence\ \ Plan, design, and implement network operational processes, SOPs, runbooks, and escalation workflows.\ \ Lead initiatives to improve service quality,



efficiency, automation, and monitoring.\ \ Drive adoption of ITIL-aligned practices for incident, problem, and change management.\ \ Use data and reporting (Excel, dashboards, KPIs) to continuously improve operational outcomes.\ \ \ \ Minimum Qualifications\ \ Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent experience.\ \ Strong experience in a network operations or technical customer services environment.\ \ Proven experience managing a Network Operations team of 20-30 engineers.\ \ Good understanding of: \ \ LAN/WAN, Routing & Switching fundamentals\ \ SD‑WAN technologies\ \ Network operations processes\ \ Experience in planning, creating, and implementing operational processes.\ \ Intermediate to strong proficiency in Microsoft Excel for operational reporting.\ \ Ability to handle customer escalations, crisis situations, and executive communications.\ \ Willingness to work in a 24×7 rotational shift environment, including nights, weekends, and holidays.\ \ Excellent communication skills with the ability to deliver results under pressure.\ \ \ \ Working Conditions\ \ 24×7 operational environment with manager participation in escalations and major incidents.\ \ High‑visibility role with direct impact on customer satisfaction and business continuity\\"\ \

Other Requirements 1. Optional But Valuable Certifications : Cisco Certified Network Skilled (Ccnp), Itil Foundation Certification #body.unify div.unify-button-container.unify-apply-now : focus, #body.unify div.unify-button-container.unify-apply-#body.unify div.unify-button-container.unify-apply-now: focus, #body.unify div.unify-button-container.

📌 Tower Lead - Network Lan/wan (Nagpur)
🏢 HCLTech
📍 Nagpur