Sr Tower Lead (Support & Operations)

Job Summary

Service Delivery Technical Leader-Fastviewer tool(CoRes)

Key Responsibilities

Server Infrastructure | Enterprise Operations | Technical Leadership & Architect Location Onsite/Nearshore Experience 20+ years Employment Type Full-time Work Model Rotational/on-call governance, as required Role Purpose The Service Delivery Technical Leader is accountable for the reliable, secure and efficient delivery of enterprise server infrastructure and associated remote-support services of the Fastviewer product. The role combines hands-on technical authority with operational leadership, Fastviewer product knowledge, service governance and stakeholder management. It leads technical teams through incidents, problems, changes and improvement initiatives; translates business priorities into actionable service plans; and ensures clear ownership, risk control and measurable service outcomes across internal teams, customers and third-party providers. Fastviewer product architect level skills mandatory Key Accountabilities Technical Leadership and Governance • Provide technical direction for Windows /SQL server infrastructure, Active Directory, DNS, DHCP, Group Policy, file services, certificates, storage, backup and supporting platform components in Context of Fastviewer enterprise remote support tool • Act as the technical escalation point for complex or high-impact incidents, coordinating diagnosis across infrastructure, network, identity, database, security, application and vendor teams. • Lead technical reviews for solution changes, patching, upgrades, migrations, decommissioning and platform lifecycle activities, ensuring implementation quality, validation and rollback readiness. • Establish and maintain technical standards, support models, operational procedures, configuration baselines, monitoring requirements and engineering guardrails. • Coach administrators and engineers in structured troubleshooting, evidence-based analysis, secure operations and effective escalation practices. • Identify technical debt, capacity constraints, resilience gaps and obsolescence risks, then build prioritized remediation plans with accountable owners. Service Delivery and Operational Ownership-Product Fastviewer • Own day-to-day service performance against agreed SLAs, OLAs, availability, quality, security and compliance expectations. • Lead operational governance for incidents, service requests, problems, changes, patching, vulnerability remediation, backup validation, monitoring and recovery readiness. • Coordinate major incident response, including technical workstreams, business impact assessment, restoration priorities, stakeholder communication and post-incident review. • Drive problem management by identifying recurring failure patterns, validating root causes, maintaining known errors and ensuring corrective actions are completed. • Review service dashboards and operational trends to identify deterioration early and initiate preventive action. • Ensure shift handovers, on-call arrangements, maintenance windows and escalation paths are documented, understood and consistently followed. Stakeholder and Customer Management • Build trusted working relationships with customer stakeholders, service owners, application owners, security teams, delivery leaders and vendor representatives. • Provide concise, audience-appropriate updates on service health, major incidents, risks, changes, dependencies, improvement plans and decision requirements. • Chair or contribute to service reviews, operational governance meetings, technical forums and escalation calls, ensuring decisions and actions are clearly recorded. • Translate technical issues into business impact, options, risks and recommendations to support timely stakeholder decisions. • Manage expectations through transparent communication, realistic commitments and early escalation of risks or dependencies. • Coordinate cross-functional priorities and resolve ownership gaps across internal resolver groups and third-party suppliers. Team Leadership and Capability Development • Provide funct

Skill Requirements

 Leadership and Stakeholder Competencies • Technical authority with the ability to challenge constructively and make risk-based recommendations. • Clear communication with technical teams, customers, senior stakeholders and third-party suppliers. • Strong facilitation, negotiation, conflict-resolution and cross-functional coordination skills. • Calm, structured leadership during major incidents and high-pressure service situations. • Ability to convert operational data into priorities, decisions and measurable improvement actions. • Customer-focused ownership, commercial awareness and a strong commitment to service quality. • Effective coaching, delegation, knowledge development and team motivation. Qualifications and Experience • Bachelor\'s degree in Computer Science, Computer application,Information Technology or a related discipline, or equivalent professional experience. • 18-20+ years of relevant infrastructure or enterprise platform experience, including technical leadership or service delivery ownership. • Proven experience leading server operations in enterprise production environments with defined service levels and governance controls. • Experience coordinating major incidents, complex changes and service improvements across multiple resolver groups and vendors. • Relevant Microsoft, ITIL, cloud, security or infrastructure certifications are preferred. • Exposure to Microsoft Azure, AWS or hybrid infrastructure environments is advantageous.

Other Requirements

Key Performance Indicators KPI Primary Measure Service Performance SLA/OLA achievement, service availability, stability and restoration performance. Major Incident Leadership Speed and quality of coordination, communication, recovery and follow-through. Technical Quality Accuracy of diagnosis, engineering standards, change success and reduction of avoidable failures. Problem Reduction Recurring issues eliminated or reduced through root-cause and corrective-action management. Risk and Compliance Timely remediation of vulnerabilities, audit actions, operational risks and control gaps. Stakeholder Confidence Clarity of reporting, predictability of delivery, responsiveness and stakeholder feedback. Team Capability Skills growth, documentation quality, knowledge reuse, cross-training and succession coverage. Continuous Improvement Measurable improvements in automation, efficiency, resilience, quality and customer experience. Operational Readiness Current runbooks, monitoring, recovery plans, handovers, escalation paths and support coverage. Architecture Governance Currency and quality of FastViewer architecture, risk reduction, resilience, design compliance and lifecycle readiness. Success Profile The successful candidate combines credible server-infrastructure expertise with visible service ownership. They can lead teams through operational pressure, communicate confidently with senior stakeholders, align multiple technical groups around outcomes and build a disciplined improvement culture that strengthens reliability, security and customer trust.