Understands the client's operations, monitor and track their support needs and service requests, troubleshoot issues and identify opportunities to improve availability.
Provides the highest level of technical knowledge, support, and services to the client.
Takes accountability for the overall technical responsibility for a proposed services solution and work closely with the service operations team in service delivery.
Identifies new opportunities based on technical understanding of the client s needs.
Shares insights of the client s environment with the Client Manager, Client Success Manager and/ or Service Architect and contribute to upselling.
Improves mean-time-to-repair, aid future downtime avoidance, and get support to help extract the maximum value out of the client s covered assets.
Improves overall service performance through reduction in incident volume and incident resolution time.
Leads and ensures root cause analysis of the problem is performed and documented in the problem ticket.
Analyzes the impact of technical changes made to the client s environment.
Schedules and chairs the monthly technical review with the client.
Works on problems of diverse scope where analysis of information requires evaluation of identifiable factors.
Resolves and assesses a wide range of issues in creative ways and suggests variations in approach.
Knowledge, Skills and Attributes:
Excellent interpersonal skills with the ability to develop and maintain solid stakeholder relationships up to Management level.
Excellent client service orientation and passion for achieving or exceeding expectations.
Excellent written and verbal communication skills.
Ability to plan activities and projects well in advance, and takes into account possible changing circumstances.
Ability to maintain a positive outlook at work.
Ability to work well in a pressurized environment.
Ability to work hard and put in longer hours when it is necessary.
Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
Ability to adapt to changing circumstances.
Ability to place clients at the forefront of all interactions, understanding their requirements, and create a positive client experience throughout the total client journey.
Seasoned, experienced professional; has complete knowledge and understanding of area of specialization.
Ability to use evaluation, judgment, and interpretation to select right course of action.
Avid learner of new technologies and current expertise in various technology areas of IT (network, security, cloud, hyperscaling, OS, application, etc.).
Ability to code / develop for general automation.
Academic Qualifications and Certifications:
Bachelor s degree or relevant qualification in IT/Computing, or equivalent.
ITIL certification.
Required Experience:
Seasoned demonstrated 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.
Seasoned demonstrated knowledge of management agent, redundancy concepts, remote console architecture, and products within the supported technical domain (i.e. Network, Storage, Security, etc).
Seasoned experience in coding / development for general automation.
Workplace type:
Hybrid Working About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $
- 6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.
Equal Opportunity Employer
NTT DATA is 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, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
Job skills required: Automation
