Technical Account Manager - Service Delivery Job in 1111systems

Description Document and understand the customer s current, future / desired state, business goals and challenges, capabilities and IT investments Based on this understanding provide technical and strategic direction from initial solution design to steady-state, based on industry and SgAS best practices Serve as the single point of ownership for technology solutions and coordinate resources globally to optimize customer and SgAS value Implement and manage effective governance practices and procedures across contracted scope of responsibilities Develop highly productive customer relationships and become a Trusted Advisor by providing thought leadership to help shape and grow our value to the customer Direct lifecycle management (LCM) activities to maintain up to date technical documentation, including production & recovery configurations, application dependency maps, run books, patching schedules, overall solution architecture document, recovery strategies / plans and contract changes Develop recovery strategies to meet customer RTO/RPO and conduct periodic testing to document recoverability Manage service / relationship risk areas and takes steps to mitigate Contribute to securing renewals for expiring contracts by documenting and articulating our value to the customer Exceed SLA targets by driving service management disciplines around incident, change, and problem management Develop content and effectively lead Quarterly Business Reviews (QBRs) and other strategic client meetings requested by the customer Requirements 10+ years of professional IT experience with at least 3 years of demonstrated experience related to Enterprise Architecture/Engineering within complex environments Experience in Disaster Recovery Design and Solutions Well-rounded knowledge of and experience in multiple operating systems to understand complex customer environments and provide both excellent service and guidance. 1. Windows Server 2. Virtualization; including VMWare & HyperV 3. Networking; including routing, security, and firewalls 4. Storage & backup services/administration 5. Database; Understanding of data models and data flows in complex multitier database and application environments 6. Unix/Linux Strong problem solving and analytical skills Excellent interpersonal, verbal, written and presentation skills Not afraid to recommend solutions and services to customer (increase MRR) Familiarity with automated discovery and CMDB Ability to effectively and calmly lead internal and customer technical staff through crisis events and escalations Working understanding of ITIL and Service Management Hands-on experience with ServiceNow a plus College degree or equivalent industry experience. Technology certifications preferred, such as MCSE, CCIE, RHCE, VCP, CCDP, ITILv3, etc.