Associate Technical Account Advisor (TAM)

Scope:

• Shared Services Lead role is key during a customer implementation lifecycle. Expectation from the role is to ensure all the Cloud related activities are completed by the respective Cross functional teams in the timely fashion to support the implementation teams. Proactively highlight risks and escalate to leadership to avoid delivery timeline delays.

What you’ll do:

• Work closely with internal stakeholder to get the cases resolved within the SLA/OLA timelines;

• Basic Knowledge on Cloud Azure and infrastructure concepts needed

• Builds collaborative relationship with internal stakeholders and work with them proactively to get the issues fixed

• Adhere to Cloud policies, procedures, methodologies, and quality standards.

• Escalates issue that may have a impact

• Work with Shift leads internally to resolve project issues, escalating to appropriate parties as needed.

• Provides regular communication and status reporting with internal stakeholders and with customers

• Keep Consulting informed about issues being worked/analysed, providing frequent and meaningful updates.

• Follow up with internal teams to ensure their technical issues are resolved

• Must have a Customer and stakeholder management background/experience. 

• Must be able to work flexible hours as needed including being available for off hours support

• Knowledge of ITIL framework is preferable

• Project coordination and management experience to drive the projects with the customers.

• Primary KPIs –

• Project Coordinator:

• Coordinate with Cross Functional teams for timely resolution/turnaround time.

• Liaison between Project and Support teams for the seamless transition of the projects to the Operations state and efficiency improvement (incl. time to resolve account or CED escalations, backlog, etc.)

• Create and manage the project plans for the upgrade and migration projects and track these regularly with internal and external stakeholders.

• Efficient management of the Migration and Technical upgrade projects with the customers.

What we are looking for:

• Bachelor’s degree and minimum 5 - 8 years’ experience in Software development. (Immediate Joiners Preferred)

• Candidate with customer facing skillset is preferred.

• Project Coordinator/Manager experience.

• Strong communication skills and escalation management skills.

• Knowledge of ITIL framework is preferable.

• Supply chain knowledge is an added advantage.

• Knowledge of SaaS and Cloud technical concepts.

• Work closely with internal stakeholders to get the cases resolved within the SLA/OLA timelines.

• Basic Knowledge on Cloud Azure and infrastructure concepts needed.

• Project coordination with internal and external stakeholders.

• Build collaborative relationships with internal stakeholders and work with them proactively to get the issues fixed.

• Adhere to Cloud policies, procedures, methodologies, and quality standards.

• Escalate issues that may have an impact on the customers.

• Work with Shift leads internally to resolve project issues, escalating to appropriate parties as needed.

• Provides regular communication and status reporting with internal stakeholders and with customers.

• Keep Consulting informed about issues being worked/analyzed, providing frequent, and meaningful updates.

• Follow up with internal teams to ensure their technical issues are resolved

• Must be able to work flexible hours as needed including being available for off-hour support.

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.