Through building a strong customer relationship, TAM’s gains an understanding of their customer’s IT Infrastructure needs and ensure that IT services align with meeting those needs. Providing IT operational governance over their customer’s IT Infrastructure environment, the TAM manages incidents to resolution, follow up root cause analysis through problem management, corrective action plan development, and responsible for remediating, documenting, and implementing processes that create efficiency and bring great experiences to their customer.
Acquire an intimate understanding of customer’s IT Infrastructure environment and the internal and partner services providing support.
Identify opportunities for process improvement to address operational inefficiencies through metrics and reporting
Manages customer changes to ensure that no unnecessary changes are made, communicates changes to the customer, and ensures changes are properly documented for ongoing support.
Lead operational staff to meet defined SLAs
Set priorities and drive engineering teams to deliver projects within defined timelines
Troubleshoot technical issues with engineering teams and drive issue escalation within partner service support teams if necessary
Maintain and improve customer satisfaction ratings
Strong communication skills
Strong customer focus, sense of accountability, ownership, and drive
Experience with IT Infrastructure service offerings
Comprehensive and working knowledge of Network and Hosting data center architecture (WAN Technologies, Hosted Area Network Technologies, Load Balancing Technologies, Security Technologies, Compute and OS architectures.
Demonstrated ability to adapt to new technologies and learn quickly.