Act as the primary technical escalation point of contact for assigned customers, fostering long-term strategic relationships.
Understand each client’s business goals and technical environment to proactively guide and align IT solutions to their needs.
Regularly review system health reports, performance metrics, and KPIs to provide insights and strategic recommendations.
Collaborate with internal support and engineering teams to ensure timely resolution of issues and seamless service delivery.
Communicate complex technical issues and solutions clearly to both technical and non-technical stakeholders.
Identify patterns in incidents and outages, propose improvements and drive long-term operational excellence.
Support event, incident, problem, and change management efforts for key customers using ITIL best practices.
Coordinate root cause analysis and ensure timely follow-up with clients for major or recurring issues.
Monthly reporting to highlight KPIs and Metrics
Analyze data trends and present recommendations
Partner with offshore NOC teams to manage alerting, triage, escalations and performance against SLA commitments.

Requirements

Historical experience managing and administering Windows Server environment
Strong knowledge of network device configuration and administration
Understanding of cloud solutions on Microsoft Azure and AWS platforms, including hybrid environments
Previous experience with virtualization technologies, including VMWare
Proven success in a Technical Account Manager or customer-facing engineering role.
Solid grasp of ITIL processes with the ability to lead incident, change, and problem management for enterprise clients.
Capable of interpreting system metrics and translating them into meaningful, business-aligned actions.
Excellent communication and interpersonal skills; able to bridge the gap between business needs and technical solutions.
Strong presentation and documentation abilities.
Highly self-motivated, organized, and comfortable working both independently and collaboratively.

Benefits

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Applicant Tracking System Keywords

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Hard skills

Windows Server administrationnetwork device configurationcloud solutionsMicrosoft AzureAWSvirtualization technologiesVMWareITIL processesincident managementchange management

Soft skills

communication skillsinterpersonal skillspresentation abilitiesdocumentation skillsorganizational skillsself-motivationcollaborationproblem-solvingstrategic thinkingcustomer relationship management