Technical Account Manager (TAM) – Public Cloud Operations is an individual contributor role who will provide technical expertise to manage “Public Cloud offers” available in market like Microsoft Azure; Amazon Web Services; Google Cloud etc.
TAM will facilitate the building of platform and will be responsible for management and Quality of Service of the cloud offers during the RUN phase. TAM will be responsible for owning and resolving the technical issues on the platform which comprises for multiple technologies.
Candidate should be skilled in causal analysis and have excellent verbal & written communication skill in order to manage global stakeholders.
Brief of activities would be performing by this role:
- Technology watch (study, documentation)
- Customer study and proposal for better experience
- Cloud migration tools knowledge
- Service Management & Project Management
- Handover to Run team after build/ implementation in public cloud
- Change Management
- Presales support
- Solution proof of concept
- Design and build support for customer and TTM projects
- Public Cloud Design/ Build/ Operation Support:
- Provide Knowledge Transfer to the L2/ RUN teams
- Work closely with Engineering team & Validate new Products and Major Releases related to Cloud offers
- Presales Support : provide technical support to Presales team/teams
- Perform initial deployment and Validation of Public Clouds architectures (Azure/AWS/GCC)
- Provide Root Cause Analysis (RCA) for all major problems
- Ensure the consistent Level-3/ principal support for Public Clouds, Roles & Features to Level-2 system teams and customers
- Provision of technical consultancy to development plans and projects
- Provide Root Cause Analysis (RCA) for all major problems
- Maintain a thorough understanding of the tools, systems, and processes required to provide quality customer support.
- Manage cross-functional deliverables, and detailed timelines.
- Coordinate plans with business teams & operations to meet strict project deadlines for on-time delivery.
- Ensure delivery of required documentation (technical, procedures, configuration management tools) required for handover to Operations teams
- Introduce his customers to new solution features and will suggest according to their solution usage
- Report anomalies and write/manage proactive/corrective actions plan
- Organize Customer meetings, Deliver Monthly Dashboard on Solution Usage & performance
- Support & Assist our Customers in their service usage (Best practices, configuration, Q&A, help/follow to the incident resolution)
- Have overall accountability of the Quality of Service of the managed cloud offers. Responsible for the regular Quality of Service (QoS) reporting of the cloud platform (KPI definition, SLA achievements). Responsible for management of the Operational teams through Operating Level Agreements.
- Manage the Release & Patch Management process with the production team to make sure the platform is up-to-date. Make sure the appropriate CAB are activated and obtain CAB approval
- Be in close relationship with the problem manager to speed up problem resolution and corrections implementation
Educational Qualifications
- University degree in Engineering or Science or BS Computer or equivalent with 60% or above.
- ITIL Certified
- MCPIT/ MCSE/ Linux Certified
- AWS, MS-Azure; GCC Expert Certifications
- Project Management/ Service Delivery or Management
Relevant Experience
- 12-15 years of managing IT Systems/ Virtualization
- 4-6 Years of experience in designing, migrating and implementing Public Clouds (Azure/AWS/GCC)
- 5-8 years of Service/ Project management
Desired Skills/Knowledge:
- Excellent knowledge and solid experience in “Public Cloud offers” available in market like Microsoft Azure; Amazon Web Services; Google Cloud etc.
- Excellent knowledge of Cloud migration tools.
- Knowledge on VMWare ESXi, vSphere; Linux, Windows
- Understand and willing to provide Cloud management support on rotational basis, 24 X 7
- Problem solving and investigation capabilities
- Strong communication skills
- Good written and fluent English and good interpersonal skills
- Should be a team player
