Key Responsibilities

Technical Account Management

• Act as a trusted technical advisor across multiple customer accounts.
• Develop strong customer relationships and understand business and technical objectives.
• Provide strategic guidance on cloud, infrastructure, networking, and operational best practices.
• Present technical recommendations to customer stakeholders and management teams.

Incident & Major Incident Management

• Lead technical coordination during critical incidents and Major Incidents (MI).
• Facilitate bridge calls and stakeholder communications.
• Drive service restoration activities with internal and external teams.
• Lead Root Cause Analysis (RCA) and follow-up action tracking.
• Ensure compliance with service level agreements (SLAs).

Cloud & Infrastructure Advisory

• Assess customer Azure, AWS, and GCP environments.
• Identify performance, scalability, availability, and security improvement opportunities.
• Review infrastructure utilization and operational health.
• Recommend cloud modernization and transformation initiatives.

Networking & Infrastructure Assessments

• Review customer network architecture and connectivity.
• Analyze LAN, WAN, VPN, Internet, SD-WAN, and Cloud Networking environments.
• Identify operational risks and recommend resiliency improvements.
• Support hybrid cloud and multi-cloud network designs.

Technology Roadmap & Service Improvement

• Develop and maintain customer technology roadmaps.
• Recommend automation, optimization, and modernization initiatives.
• Drive continual service improvement programs.
• Identify and track operational risks and technical debt.

RFI / RFP Technical Advisory

• Support technical responses for RFI and RFP opportunities.
• Review customer requirements and identify solution gaps.
• Work closely with Solution Architects and Sales teams on solution design.
• Provide technical effort estimations and feasibility assessments.
• Participate in customer technical workshops and proposal presentations.

Service Governance

• Conduct Monthly Service Reviews (MSR).
• Present service performance, trends, and recommendations.
• Maintain risk registers and improvement action plans.
• Drive customer satisfaction and service excellence.

Required Qualifications

Education

• Bachelor's Degree in Information Technology, Computer Science, Engineering, Telecommunications, or related disciplines.

Required Experience

• Minimum 5 to 8 years of experience in one or more of the following:
  • Technical Account Management
  • Cloud Engineering
  • Infrastructure Operations
  • Network Engineering
  • Service Delivery Management
  • Managed Services
• Experience supporting enterprise customers.
• Experience managing technical incidents and escalations.
• Experience with public cloud platforms (Azure, AWS, or GCP).
• Experience working in customer-facing roles.

Technical Skills

Cloud Technologies

Knowledge of one or more:

• Microsoft Azure
• Amazon Web Services (AWS)
• Google Cloud Platform (GCP)

Key areas:

• Compute
• Storage
• Networking
• Identity & Access Management
• Backup & Disaster Recovery
• Monitoring & Observability
• Security Fundamentals

Networking

Strong understanding of:

• TCP/IP
• DNS
• DHCP
• Routing & Switching
• VPN Technologies
• Firewalls
• Load Balancers
• SD-WAN
• Hybrid Cloud Connectivity
• Network Security Fundamentals

Infrastructure

Experience with:

• Windows Server
• Linux Operating Systems
• Virtualization Platforms (VMware / Hyper-V)
• Active Directory
• Backup Solutions
• Monitoring Platforms

IT Service Management

Knowledge of:

• Incident Management
• Problem Management
• Change Management
• Major Incident Management
• Service Improvement Processes

Required Certifications

Candidates should possess at least one Cloud Certification and one Infrastructure/Networking Certification.

Cloud Certifications (Required)

Any one or more:

• Microsoft Certified: Azure Administrator Associate (AZ-104)
• Microsoft Certified: Azure Solutions Architect Expert (AZ-305)
• AWS Certified Solutions Architect – Associate
• AWS Certified SysOps Administrator – Associate
• Google Associate Cloud Engineer
• Google Professional Cloud Architect

Networking Certifications (Preferred)

• Cisco Certified Network Associate (CCNA)
• Cisco Certified Network Professional (CCNP)
• Fortinet NSE / FCP Certifications
• Palo Alto Networks Certified Network Security Administrator (PCNSA)

Service Management Certifications (Required)

• ITIL Foundation v4
• ITIL Managing Professional

Preferred Certifications

The following certifications will be considered an advantage:

• Microsoft Azure Security Engineer (AZ-500)
• AWS Security Specialty
• Google Professional Cloud Security Engineer
• VMware VCP
• Certified ScrumMaster (CSM)
• PMP (Project Management Professional)

Soft Skills

• Strong customer engagement and communication skills.
• Excellent presentation and stakeholder management abilities.
• Analytical and problem-solving mindset.
• Ability to remain calm under pressure during critical incidents.
• Strong documentation and reporting skills.
• Ability to manage multiple priorities across multiple customer accounts.
• Collaborative team player with a proactive attitude.

Key Success Indicators

• High customer satisfaction (CSAT).
• Successful management of critical incidents and escalations.
• Delivery of proactive recommendations and service improvements.
• Quality and timeliness of monthly service reviews.
• Contribution to successful RFI/RFP responses.
• Effective identification and mitigation of customer risks.
• Strong technical advisory and roadmap planning capabilities.

Why Join Us?

• Exposure to diverse enterprise environments and technologies.
• Opportunity to work across Azure, AWS, GCP, Networking, and Infrastructure domains.
• Customer-facing advisory role with strong career growth potential.
• Collaborative and innovative technology environment.
• Opportunity to influence cloud transformation and modernization initiatives for leading organizations.