Cloud Technical Account Manager - TAM
- مدينة نصر
- دائم
- دوام كامل
- Customer Engagement and Relationship Building:
- o Serve as the primary point of contact for assigned accounts, acting as a trusted advisor and advocate for the customer.
- o Develop a deep understanding of the customer's business goals, technology landscape, and specific cloud requirements.
- Customer Support and Success:
- o Lead regular technical reviews to optimize the customer's cloud environment and achieve desired business outcomes.
- o Proactively identify opportunities for clients to leverage additional FORTE CLOUD solutions such as DevOps, AI/ML, Security, etc., to address their evolving needs.
- Technical Expertise and Advisory:
- o Provide expert guidance on cloud architecture, best practices, and migration strategies.
- o Collaborate with the Solution Architect and technical teams to develop and deploy tailored solutions for customer needs.
- Issue Resolution and Escalation:
- o Manage and resolve technical issues, working closely with internal support and engineering teams.
- o Facilitate escalations and coordinate with cloud providers (AWS, Azure, Huawei, etc…) as needed to ensure quick issue resolution.
- Continuous Improvement and Reporting:
- o Track and report on customer metrics, service health, and performance indicators.
- o Recommend optimizations to the Cloud Operation Center and internal processes based on customer feedback and support experiences.
- Training and Enablement:
- o Conduct training sessions and workshops to upskill customers on FORTE CLOUD's offerings, including tools and solutions.
- o Educate customers on best practices in cloud management, cost optimization, and security.
- Collaboration with Cloud Operation Center and Success Teams:
- o Partner with the Success Manager to ensure alignment on customer goals and account health.
- o Work with the Cloud Operation Center to align on KPIs, SLAs, and customer experience improvements.
- Security, Compliance, and Governance:
- Maintain security policies and best practices across cloud services, aligned with customer's industry regulations (e.g., GDPR, ISO, PCI).
- Oversee regular security audits, threat detection, and vulnerability management.
- Ensure compliance with regional and industry-specific regulations, especially relevant to the MENA region.
- Educational Background:
- Bachelor's degree in Computer Science, Information Technology, or related field.
- Advanced certifications in cloud platforms (e.g., AWS Certified Solutions Architect, Azure Solutions Architect, Huawei Cloud Certified Architect) are preferred.
- Experience:
- 3+ years of experience in a similar role within the cloud or IT services industry.
- Proven experience working directly with customers in a technical role, ideally in the MENA region.
- Strong understanding of cloud architectures, including IaaS, PaaS, and SaaS.
- Hands-on experience with DevOps, Security, ML/AI, and App Modernization will be a plus.
- Familiarity with cloud management platforms, is a strong advantage.
- Certifications:
- AWS Certified Solutions Architect, Azure Administrator, or equivalent Huawei Cloud certifications.
- ITIL Foundation certification for service management.
- DevOps or Security certifications (e.g., AWS DevOps Engineer, Azure DevOps Engineer Expert) are highly valued.
- Technical Proficiency:
- Deep understanding of AWS, Azure, and/or Huawei Cloud. Familiarity with multi-cloud environments is beneficial.
- Proficiency in Infrastructure-as-Code tools like Terraform and CloudFormation.
- Expertise in CI/CD pipelines, DevOps tools (Jenkins, Kubernetes), and automation frameworks.
- Strong understanding of network architecture, security (encryption, IAM), and storage management across cloud platforms.
- Problem-Solving: Ability to diagnose, resolve, and communicate solutions for complex cloud challenges.
- Security & Compliance:
- Strong expertise in implementing security controls and ensuring compliance with global and regional standards (GDPR, ISO, etc.).
- Familiarity with tools for cloud security monitoring, auditing, and compliance.
- Problem-Solving & Automation:
- Proficient in scripting (Python, Bash, PowerShell) for automation and process improvements.
- Ability to quickly troubleshoot operational issues, leading teams through root cause analysis and incident resolution.
- Customer Service Skills:
- Proactive mindset to anticipate customer needs and provide solutions before challenges arise.
- Ability to understand and meet the cloud infrastructure needs of diverse clients across the MENA region.
- Proactive in client engagement, ensuring high-quality service delivery and fast incident resolution.
- Experience managing cloud-related challenges specific to regulated industries.
- Communication:
- Strong interpersonal, presentation, and communication skills. Able to explain complex technical concepts in a customer-friendly manner.
- Excellent communication skills to liaise between customers, cloud providers, and internal teams.
- Ability to work under pressure, make quick decisions, and lead situations through complex technical issues.
- Ability to work with diverse teams across geographies and time zones.
- Relationship Management:
- Ability to build and maintain trusted relationships with stakeholders, and effectively advocate for customer needs.
- Travel: Willingness to travel within the MENA region to meet clients on-site, as necessary.
- Languages: Proficiency in English and Arabic is highly advantageous given the customer base in MENA.