RTR Tower Lead

Role: RTR Tower Lead

Location: Kolkata

Experience: 10 to 15 years

Band: BPO 5

Salary: 16-17 LPA

Job code: 424984

Education:

• Minimum 15 years of regular, full-time education (10 + 2 + 3)​

• Non-technical graduation and/or masters in finance & accounts stream - B.Com, M.Com or CA Complete preferred

• Bachelor’s/Master’s in Finance & Accounting or equivalent with ERP certification / proficient

Must Have Skills:

• Lean Six Sigma certified or formally trained (Black Belt preferred)

• Finance and Accounting domain experience

• Proven track record of leading and/or mentoring multiple Lean Six Sigma improvement projects

Good-to-Have Skills:

• Continuous Improvement / Lean & Six Sigma

• Stakeholders Coordination

• ERP Exposure (JDE/SAP)

Role Purpose:

• This role leads and directs the works of others and overall processes and reviews Downer deliverables. This role requires several years of experience in the field or in a related area. Familiar with a variety of the field’s concepts, practices, and procedures - relies on extensive experience and judgment to plan and accomplish goals

Key Accountabilities:​

Ownership of the Tower

• Act as the end-to-end owner of a specific service tower (e.g., Infrastructure, Applications, Network).

• Ensure overall performance, delivery, and stability of services within the tower.

• Define strategy, roadmap, and improvements for the domain​​

Service Delivery Management

• Ensure consistent and high-quality service delivery aligned with SLAs/OLAs.

• Monitor:

• Availability

• Performance

• Incident resolution

• Drive service excellence and customer satisfaction.​

Team Leadership & Management

• Lead and manage teams.

• Assign work, track performance, and develop talent.

• Foster collaboration across towers and teams.​

Incident, Problem & Change Management

• Oversee:

o Major incident resolution

o Root cause analysis (RCA)

• Problem management initiatives

• Approve and govern changes within the tower.

• Ensure minimal business impact during outages.​

Stakeholder Management

• Act as the primary point of contact for stakeholders (clients, business units, leadership).

• Conduct:

o Business reviews

o Performance reporting

• Manage expectations and communicate risks/issues proactively.​

Continuous Improvement & Innovation

• Identify opportunities for:

o Automation

o Cost optimization

o Process improvements

• Drive adoption of New tools/technologies​

Governance & Compliance

• Ensure compliance with:

o Organizational policies

o Security standards

o Regulatory requirements

• Maintain audit readiness and documentation.​

Financial & Resource Management

• Manage:

o Budget and costs for the tower

o Resource allocation and utilization

• Optimize cost vs perfo​

Risk & Issue Management

• Identify risks and dependencies.

• Implement mitigation strategies.

• Escalate critical risks to leadership when needed.​​

Collaboration Across Towers

• Work with other Tower Leaders to ensure:

o End-to-end service integration

o Seamless cross-domain operations

o Resolve interdependencies and conflicts​

Technical Capabilities / Skills:

Systems:

• Expert knowledge of SAP or JD Edwards

• Proficient in the following systems: MS Office Word, Excel, and PowerPoint

Soft skills:

• Shows genuine empathy to customers experiencing connection difficulties.

• Able to communicate effectively across a group with diverse backgrounds.

• High energy, self-motivation with a high degree of accountability

Analytical skills:

• High analytical skills with Lean Six Sigma certification

Organisational skills:

• Time management

• Documentation and knowledge sharing.

• High level written communication skills to interact with key stakeholders

Business acumen:

• RTR Experience of 10-15 Years in RTR including leadership, people management, process and transition experience of 7+ years

Other Requirements:

• Should possess positive attitude to support the business.

• 5 days’ work from office is mandatory including one weekend during Month-end Close cycle