Rackspace

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Azure Technical Account Manager (TAM)

Azure Technical Account Manager (TAM)

Req # 
38049
Location(s) 
UK-Greater London-Hayes
Category 
Microsoft Azure

Job Overview

Overview & Responsibilities

Rackspace, the #1 Managed Cloud Company, is hiring a Technical Account Manager (TAM) to work in partnership with our Microsoft Azure customer base to ensure they maximize the potential of their Cloud infrastructure and the value of our services.

 

The TAM role plays an integral part in delivering Fanatical Support by overseeing customers’ technical and service needs for their Managed Cloud services.  The right candidate will have in depth knowledge of Microsoft Azure and be experienced working with high growth potential SMB organisations engaging with both operational teams and executive level business leaders.  Being able to effectively communicate to both technical and non-technical audiences to help influence a customer’s Cloud compute strategy will be a key requirement of the role.

 

Responsibilities of the role will include:

 

  • Drive positive customer interactions (support, billing etc.) with Rackspace and own customer satisfaction results
  • Lead internal and customer meetings; for example regular service reviews and design workshops
  • Lead customer Infrastructure design and optimization (performance and cost) conversations
  • Provision of technical guidance regarding Microsoft Azure to customers in pre-sales and post-sales conversations
  • Oversee complex problems / incidents, act as point of escalation
  • Oversee technical change requests and new infrastructure deployments
  • Ongoing risk reviews and pro-active health checks of customer environments
  • Lead retention activities, pro-actively and re-actively, to prevent customers cancelling their support subscriptions
  • Ensuring relevant architectural diagrams and runbooks are maintained
  • Provide insight into the product development process based customer demand, industry trends and personal observations.

Qualifications

Person Specification

 

  • Detailed understanding of the Cloud (IaaS and PaaS) industry and associated technologies
  • Understanding of Service Management best practices (ITIL)
  • More than five years private sector experience working with business-critical environments
  • Ability to work autonomously, can effectively prioritise workloads to meet expectations
  • Excellent written and verbal communication skills
  • History of collaborating with and leading virtual teams to deliver customer outcomes
  • History of influencing executive level stakeholders, possess good negotiation skills
  • Strong blend of commercial and technical acumen
  • Able to build strong relationships with co-workers and customers
  • Operates well in an environment of rapid change
  • Effective troubleshooting and analytical skills and ability to manage complex and technical projects
  • Some travel and out of hours working will be required

 

Technical Capabilities

 

Required

  • Minimum 5 years supporting business critical IT Infrastructure
  • MCSD: Azure Solutions Architect certification (or working towards)
  • Architectural understanding of core Microsoft technologies, including; Windows Server, Active Directory, IIS, SQL Server etc.
  • Deep understanding of Hosting principles and how they apply to cloud services such as Microsoft Azure, including; clustering, CDNs, storage, firewalls, load balancing, application gateways, ExpressRoute etc.
  • Understanding of security and compliance concepts and how they apply to cloud services such as Microsoft Azure including: security best practices, PCI compliance, Data Protection and GDPR
  • ITIL Foundation v3 certification

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