Technical Account Manager (Private Cloud) - IC Client Description Leading telecom carrier and IT solutions company Job Description Responsible for the overall technical operation and management of relevant projects. Senior technical expert as escalation point for Residential Engineers. Conduct regular (monthly / ad-hoc) technical and operation review meetings with Customer representatives. Prepare regular operation reports on overall platform status (including capacity, performance, service level, etc.). Regular review with Customer representatives for process and operation improvement (e.g. operation automation). Provide professional technical advisory and change management on overall cloud platform architecture for ensuring platform availability, including regular platform upgrades, architecture changes, and DR drills. Develop and maintain the system recovery plan and disaster recovery (DR) drill plan for private cloud and perform DR drills and system recovery as and when requested by the Customer. Devise a technology refreshment plan for the private cloud. Within one (1) month or such other period specified by the Customer upon receipt of customer’s request, provide a technology refreshment plan, including the impact assessment, the upgrade plan, the sizing for the enhanced private cloud throughout the proposed extension of the Maintenance Period, the required hardware and software items for the enhanced private cloud, System Changes, any related services required, and the total upgrade service price quotation with appropriate breakdown and other items mentioned. Lead the team to handle all ITSM processes which include all incidents (security or non-security related), problems, and changes handling. Facilitate customer representatives for internal operation requirements, e.g. compliance audit. Prepare and update records to track overall achievement of the actual Service Levels in performing the Services as compared with the minimum Service Levels. Prepare and update records to track the private cloud compliance with the Reliability Levels in respect of each Given Period. Maintain up-to-date Documentation in relation to the hardware/software configuration of the private cloud, including but not limited to, the parameters used for the tuning of any Hardware and Software, to facilitate subsequent maintenance. Arrange regular product roadmap and upcoming Cloud feature updates to customers.
#J-18808-Ljbffr