Tower Lead - Wireless Networking

HCL Technologies Limited; Santa Clara (CA); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Pharmacy

Life Insurance

Disability Insurance

Employee Assistance Program

401(k) Retirement Plan

Paid time off

Holidays

Job summary

HCLTech is seeking a Tower Lead for Support & Operations in Santa Clara, CA to ensure efficient delivery of services and timely resolution of escalations within the Data domain.

The role emphasizes accountability in meeting SLAs, implementing organizational initiatives, and driving customer satisfaction through innovative frameworks and automation.

Qualifications

• Proficient in SD-WAN and Cisco Wireless LAN technologies.
• Strong understanding of operational processes and service delivery frameworks.
• Excellent problem-solving and crisis management skills.
• Strong analytical abilities to validate reports and ensure Sow compliance.
• Ability to develop customer satisfaction improvement initiatives.

Responsibilities

• Ensure tower-level revenue through SD-WAN and Cisco WLAN solutions.
• Manage escalations and crises with timely closure according to SLA norms.
• Oversee operational hygiene by validating reports and aligning service delivery with SOW.
• Foster customer satisfaction by developing and implementing new initiatives and frameworks.
• Implement the Profit Improvement Plan (PIP) leveraging automation and self-driven initiatives.

Skills

SD-WAN

Wireless WLAN

Operational processes

Crisis management

Customer satisfaction initiatives

Job description

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 New 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

• 1. Proficient In Data Sdwan And Wireless Wlan (Cisco) Technologies.
• 2. Solid Understanding Of Operational Processes And Service Delivery Frameworks.
• 3. Excellent Problem-Solving And Crisis Management Skills.
• 4. Strong Analytical Abilities To Validate Reports And Ensure Compliance With Sow.
• 5. Competence In Developing Customer Satisfaction Improvement Initiatives.

Other Requirements

1. Optional But Valuable Certifications: Cisco Certified Network Professional (Ccnp), Cisco Certified Network Associate (Ccna) Wireless, And Itil Foundation

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies:

• medical
• dental
• vision
• pharmacy
• life
• accidental death & dismemberment
• disability insurance
• employee assistance program
• 401(k) retirement plan
• 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year)
• 10 paid holidays per year