IT, Technical Account Management Manager - Pradera GT

22-Oct-2021

Description and Requirements

IT, Technical Account Management Manager - Pradera GT

Last day to apply : Friday, October 22nd, 2021

The Technical Account Manager (TAM) is the IT primary point of contact during the lifecycle of a client program. The TAM serves as a conduit into TELUS International IT for both internal stakeholders and external clients.

TAM's are responsible for supporting and improving end-to-end IT delivery by having a complete understanding of the client infrastructure, applications / tools and major business processes used.

They are also responsible for effective and formal communication to the client about technology issues, outages and incidents, changes and innovation initiatives.

Taking on the role of a trusted adviser requires the TAM to interact with senior-level internal stakeholders and external client points of contact therefore the TAM must be an accomplished and professional leader ready to work in a fast paced, dynamic environment.

Main Responsibilities :

Serves as the single point of contact for the business into IT, Serves as the escalation point during outages or issues impacting customer or TELUS International technology services, Keeps internal and external clients posted of progress throughout the service restoration process, Supports problem management to ensure that after an outage, there are longer-term solutions implemented to avoid future incidents, Reviews customer Statement of Work and ensures IT compliance from a contractual perspective, Partners with CRM team and Call Center Operations to present IT metrics and planned technology enhancements to customers during MBR’s and QBR’s, Manages any moves, growth or changes to the existing business, Keeps a centralized tracker of YTD outages, issues, problems, change requests, penalties and technology-related revenue for the program, Coordinates TI activities for client-side changes following the TI change management process.

Communicates planned TI changes to clients with detailed area of impact and risk mitigation strategy defined. Supports testing with the Operations team as needed, Develops a deep understanding of the client’s business and proposes ways to leverage new or additional IT services to address their needs, Leads client program assessments to identify technology solutions to increase operational efficiency and drive cost savings, Manage client audits throughout the entire life cycle.

Requirements :

Schedule flexibility (adaptation to different time-zones)

Qualifications : Leadership skills

Motivational skills

Proactive and independent approach

Creativity and innovation

Oriented to results

Internal and External Customer Orientation

Analysis and Decision Making

High communication skills

Management Abilities

Process-oriented to problem-solving

Knowledge :

English - C1 - Required

Oral and written comprehension

Appropriate use of language

Telephony Platform Knowledge - Basic understanding of Avaya, Cisco, and common 3rd party telephony platforms such as Ring Central, Talkdesk, particularly regarding troubleshooting and diagnostics Contact Center Technology knowledge

Proficiency with MS Office applications (i.e. MS Word, Excel).

Knowledge of Network Monitoring, SNMP protocol, Netflow

Knowledge of networking - Basic network understanding

Knowledge and understanding functions and processes of several operating systems and technologies, patching, backing up. group policies, proxies, DNS, DHCP services

Studies & Experience :

University degree in Systems, Computer Engineering, Computer Science or related careers - Desirable

At least 2 years of previous IT experience, either managing teams or part of a bigger IT management process, serving as a Tier2 or Tier3 on previous jobs

Experience interacting with Client POC's, Operations and / or WFM regarding technical support and troubleshooting - Desirable.

Experience in a call centre environment

TELUS International Guatemala is a company that offers equal opportunities for everyone. We seek an inclusive work environment, where all qualified applicants will receive consideration for employment without discrimination based on any element of diversity.

Additional Job Description

The Technical Account Manager (TAM) is the IT primary point of contact during the lifecycle of a client program. The TAM serves as a conduit into TELUS International IT for both internal stakeholders and external clients.

TAM's are responsible for supporting and improving end-to-end IT delivery by having a complete understanding of the client infrastructure, applications / tools and major business processes used.

They are also responsible for effective and formal communication to the client about technology issues, outages and incidents, changes and innovation initiatives.

Taking on the role of a trusted adviser requires the TAM to interact with senior-level internal stakeholders and external client points of contact therefore the TAM must be an accomplished and professional leader ready to work in a fast paced, dynamic environment.

Required Language(s)English

Publicada el 16/10/2021

Finaliza el 24/01/2022

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