Description

Key Responsibilities

• The Senior Technical account manager is responsible to establish and maintain strong relationships with key stakeholders, including technical teams within the customer's organization and internal teams to ensure effective communication and collaboration.
• This role will possess in-depth knowledge of customer environments and in scope technologies allowing them to provide technical guidance and troubleshooting assistance. This includes understanding business needs and requirements and being a technical voice of the customer with Blue Mantis Account Execs and architects. They will also conduct periodic reviews of operational delivery including ticket and alert data looking for trends and patterns to improve managed service delivery.
• The Technical Account Manager will be responsible for fostering relationships with our customers and liaising communications between them and our NOC and other Blue Mantis departments.
• The TAM must maintain knowledge of Blue Mantis Managed Services products and offerings, including service levels in order to understand in scope and out of scope services.
• They are responsible for proactively and reactively participating in issues and acting as an escalation point and advocate for customers during the triage and resolution of high severity cases, driving business reliability and customer satisfaction.
• This includes coordinating with internal technical teams and providing timely updates toward resolutions.
• Required to work on call shifts including nights/weekends after business hours.
• The TAM will strive to understand current and future objectives of the customer to better improve service delivery as well as identify areas of growth.
• They will provide regularly scheduled reports and participate in reviews such as daily standup, quarterly business reviews, and monthly check-ins.
• The TAM will provide governance in driving Problem Management within the customer’s environment by analyzing ticket, alert, and incident metrics, as well as working with our NOC and other members of our technical team to proactively identify issues to develop strategies to help reduce overall environmental alerting noise and repeatable technical and service-related issues towards a permanent fix.
• The TAM will actively contribute to the problem management process by logging problem tickets, taking ownership of such tickets assigned to him / her, and assuring all problem tickets associated with their respective customers are driven to completion.
• This will include engaging and working with the L3 engineering team for appropriate decisions and work for implementation of the necessary corrective and preventive actions.
• The Technical Account Manager will provide governance over the internal Blue Mantis Change Management process.
• This will include working across Blue Mantis Service delivery areas, liaising with the Project Management Office, RMO, and NOC to ensure the Change Management process is followed for our customers.
• The TAM will also strive towards including themselves within the customer’s own internal Change Management team. If the customer does not have an internal change management process, the TAM will advocate for them towards developing one.
• Understanding how customers use technology and Blue Mantis services for their business needs is fundamental to the role of a TAM.
• Maximizing efficiency, measuring results, and providing relevant technical recommendations on solutions and enhancements is integral to the job.
• This includes working with our Customer Success Managers and Account Managers in assessing technical areas for opportunities to expand our service delivery in other areas.
• By understanding our customers’ environment in its totality (including technology/services not currently covered by Blue Mantis), the TAM will aim towards expanding our areas of service with the goal of 100% coverage.
• This will include identifying technologies within the customer’s environments which our GDC does not currently have the capabilities to service and advocate internally to develop those capabilities.
• They will help to develop Knowledge Base Articles respective to the customer’s environment for use by our NOC engineers.
• Actively collaborates with local and global teams for effective working. Adapts to global work culture and coaches team members.
• TAM will actively network with cross functional teams & Participates in all team events and organization initiatives.

Skills, Knowledge & Expertise

• 3-5 years of experience as a Technical Account Manager
• 10+ years of experience with Technical Operations Delivery experience
• Excellent Customer Service and Organizational Skills
• Strong Analytic and Reporting Skills
• Proficient with Microsoft Office
• Administrator/expert equivalent certifications in 3 or more of the following: Microsoft Technologies including Azure, Cloud, and Virtualization and/or Networking technologies such as Cisco or Fortinet
• Experience as Microsoft Administrator or Microsoft expert level or Fortinet or Cisco network administrator
• Experience with ITSM and Proactive Monitoring Platforms.
• Experience working knowledge of ITIL processes.
• Experience working with vendors and/or 3rd parties.
• Experience working in a Managed Services environment
• Understanding KPIs, SLAs and metrics which are critical for managed services delivery & Experience with global teams
• Experience with Service Now
• Experience with Ops Ramp

About Blue Mantis