Support Role - Tower Lead

Job description

4–12 years of relevant experience (depending on role: Team Manager / Ops Manager/Escalation Manager ) Experience supporting IT / Cloud / Managed Services environments Google Cloud certification preferred for leadership roles Strong English communication skills Key Responsibilities (Role ‑ Dependent)

• Monitor case flow, quality, adherence, and SLA/SLO compliance
• Perform quality audits and provide structured feedback to agents
• Manage real‑time queue performance and workforce adherence
• Deliver onboarding and ongoing technical/non ‑ technical training
• Support performance management, coaching, and reporting
• Analyze operational data to identify trends and improvement areas
• Act as escalation points for operational or process issues
• Ensure compliance with defined processes, policies, and governance standards

Qualifications

BACHELOR OF TECHNOLOGY