Technical Service Delivery ManagerLooking for the next step in your career? Enjoy a challenge? Do you have an ambition for innovation? Want to make a difference?
If you join our growing global team, you’ll be working for an industry leader with offices across five continents, in over 47 countries and more than 28 000 employees. You will work with some of the leading world brands across the Fortune 100 and Fortune 500 companies – who are all relying on Dimension Data to help them use the power of technology to achieve their ambition in this digital era.You’ll be part of a team who’s passionate about making a difference to the way technology shapes how we live and work – whether it’s protecting the rhino, connecting the G20 Summit, or revolutionising cycling, giving you the opportunity to do great things.
You’ll be joining a Global Top Employer, recognised for investing in talent because people are at the heart of our success. You provide the skills, passion and ideas, and we’ll provide the platform to realise your ambitions.Great talent. Great teams. Great work. Great opportunities.
Want to be part of our team?
The role takes responsibility for managing all the technical aspects of Dimension Data’s relationship with the clients. They act as the client’s trusted advisor and are responsible to deliver ultimate client experience by providing highest quality of technical service. Their primary objective is to strengthen client relationship and increase client satisfaction in the overall technical experience that Dimension Data has rendered from a service perspective.
The Technical Account Manager role is a chargeable service in the Uptime Proactive Support Service (PSS) option.
What you'll be doing
Internal: engage with internal support engineer team, GDC Service Operations, Client Delivery Executive, Service Operations Manager, Transition Manager, Major Incident Manager
External: proactively act as the trusted technical advisor for clients
Value Chain Linkage
Technical Account Manager refers to the Technical Account Manager service, i.e. one of the +10 Proactive Support Services options paid by the client.
Assigned Technical Account Manager
The Technical Account Manager provides the vast majority of their deliverables on a remote basis, but will be responsible for establishing a good technical relationship with client’s engineering staff to facilitate the quick completion of in-scope activities providing client with the maximum technical value. He/ she will have advanced skills in the technologies associated with the assets covered by Dimension Data services.
P1 & P2 Incident and Problem Escalation Management and Support
The Technical Account Manager acts as the primary technical contact for P1 & P2 incidents or is available for escalation of the same. Technical Account Manager works with client’s team to identify required documentation, and helps collect the same, and provide that documentation to GDC in order to properly scale his/ her client-specific knowledge. Technical Account Manager will also participate in regularly scheduled service incident reviews as scheduled with client.
Root Cause Analysis
When problems are identified, proper problem tickets will be created in IT service management system. It will be the responsibility of the Technical Account Manager to ensure a root cause analysis of all opened problem tickets is performed and documented in the problem ticket.
Monthly Technical Reviews
On a monthly basis, the Technical Account Manager is responsible to schedule and hold monthly technical reviews to include relevant service issues the agenda of which to include, at a minimum:
- incident review
- problem / root cause review
- software patches
Change Impact Analysis
The assigned Technical Account Manager evaluates normal, urgent, and emergency changes for their impact on the covered assets and makes recommendations regarding the approval of the change. The Technical Account Manager prepares the recommendation that will include a description of the planned change and impacts on the existing infrastructure. Where possible, the following information / considerations will be included in the recommendation:
- the impact the change will have on business operations
- the impact on IT services that run on the network
- the effect of not implementing the change
Required work experience
- 10+ years’ work experience
- 8+ years’ experience required in diagnosis and troubleshooting, handling TAC, and technical documentation in a Technical Account Manager role within a medium to large ICT organisation.
- Expert knowledge of management agent, redundancy concepts, remote console architecture, and products within the supported technical domain (i.e. Network, Storage, Security etc)
What would make you a good fit for this role?
Join our growing global team and accelerate your career with us. Apply today.
Equal opportunity employer
We are proud to be an equal opportunity employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment.We do not discriminate based on age, race, colour, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.
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