CenturyLink Technical Account Manager in SINGAPORE, Singapore
CenturyLink (NYSE: CTL) is the second largest U.S. communications provider to global enterprise customers. With customers in more than 60 countries and an intense focus on the customer experience, CenturyLink strives to be the world’s best networking company by solving customers’ increased demand for reliable and secure connections. The company also serves as its customer’s trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.
The CenturyLink Technical Account Manager (TAM) is an advocate and trusted advisor providing customers with guidance and management over their managed hosting and/or cloud environment. Through building a strong customer relationship, the TAM will gain an understanding of their customer’s operational needs and ensure that managed services align with meeting those needs. Providing operational governance over their customer’s environment, the TAM manages incidents to resolution, follows up with root cause analysis through problem management, corrective action plan development, and is responsible for remediating, documenting, and implementing processes that create efficiency and deliver exceptional experiences to their customers.
Acquire an intimate understanding of customer’s managed hosting and/or cloud environment and the internal or partner services providing support
Complete analyses and present weekly reviews of operational performance to customer
Lead Change Forums to ensure minimal impact to the customer business and the correct authorizations and risk mitigation steps are in place
Identify opportunities for process improvement to address operational inefficiencies through metrics and reporting
Manages all customer changes to ensure that no unnecessary changes are made, communicates changes to the customer, and ensures changes are properly documented for ongoing support
Lead operational staff to meet and or exceed defined SLAs and SLOs
Set priorities and drive engineering teams to deliver projects within defined timelines
Troubleshoot technical issues with engineering teams and drive issue escalation within partner service support teams if necessary
Design dashboards for readouts on the operational stability of customer environments including ticket trends, MTTR, SLA/SLO tracking and driving improvement plans as required
Maintain and improve customer satisfaction ratings
24x7 on-call rotation for Priority 1 services disruptions
Strong communication skills
Strong customer focus, sense of accountability, ownership, and drive
Hold certifications for AWS (minimum of Solutions Architect – Associate) or Azure (MCSA Cloud Platform)
Experience with AWS, Azure, Alibaba Cloud or Google Cloud service offerings
Comprehensive and working knowledge of Network and Hosting data center architecture (WAN Technologies, Hosted Area Network Technologies, Load Balancing Technologies, Security Technologies, Compute and OS architectures, Web Application Technologies, and Database (MS SQL, MYSQL, Oracle).
Demonstrated ability to adapt to new technologies and learn quickly
Experience working directly with Enterprise customers
Education or Equivalent Experience
Bachelor in Computer Science with 6 - 8 years' IT experience or 10+ years of experience in Information Technology and Services
Understanding of PMP principles and practices
ITIL Foundations certified
Bachelors or Equivalent in Information Systems or Information Systems
Requisition #: 210993
No Discrimination. We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. Any offer of employment is contingent upon the results of a pre-employment drug test and background check.
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.