Technical Account Director

**About the role**:
“Technical Account Manager (TAM) - Public Cloud Operations is an individual contributor role who will provide technical expertise to manage “Public Cloud offers” available in the market like Microsoft Azure; Amazon Web Services; Google Cloud etc. TAM will facilitate the building of the platform and will be responsible for the management and Quality of Service of the cloud offers during the RUN phase. TAM will be responsible for owning and resolving the technical issues on the platform which comprises multiple technologies.

**A brief of activities that would be performed by this role**:

- Technology watch (study, documentation)
- Customer study and proposal for better experience
- Cloud migration tools knowledge
- Service Management & Project Management
- Handover to Run team after build/ implementation in public cloud
- Change Management
- Presales support
- Solution proof of concept
- Design and build support for customer and TTM projects
- Public Cloud Design/ Build/ Operation Support
- Provide Knowledge Transfer to the L2/ RUN teams
- Work closely with Engineering team & Validate new Products and Major Releases related to Cloud offers
- Presales Support : provide technical support to Presales team/teams
- Perform initial deployment and Validation of Public Clouds architectures (Azure/AWS/GCC)
- Provide Root Cause Analysis (RCA) for all major problems
- Ensure the consistent Level-3/ principal support for Public Clouds, Roles & Features to Level-2 system teams and customers
- Provision of technical consultancy to development plans and projects
- Provide Root Cause Analysis (RCA) for all major problems
- Maintain a thorough understanding of the tools, systems, and processes required to provide quality customer support.
- Manage cross-functional deliverables, and detailed timelines.
- Coordinate plans with business teams & operations to meet strict project deadlines for on-time delivery.
- Ensure delivery of required documentation (technical, procedures, configuration management tools) required for handover to Operations teams
- Introduce customers to new solution features and will suggest according to their solution usage
- Report anomalies and write/manage proactive/corrective actions plan
- Organize Customer meetings, Deliver Monthly Dashboard on Solution Usage & performance
- Support & Assist our Customers in their service usage (Best practices, configuration, Q&A, help/follow to the incident resolution)
- Have overall accountability for the Quality of Service of the managed cloud offers. Responsible for the regular Quality of Service (QoS) reporting of the cloud platform (KPI definition, SLA achievements). Responsible for the management of the Operational teams through Operating Level Agreements.
- Manage the Release & Patch Management process with the production team to make sure the platform is up-to-date. Make sure the appropriate CAB are activated and obtain CAB approval
- Be in close relationship with the problem manager to speed up problem resolution and corrections implementation

**About you**:
**Educational Qualifications**
- Degree in Engineering or Science or BS Computer or equivalent with 60% or above.
- ITIL Certified
- MCPIT/ MCSE/ Linux Certified
- AWS, MS-Azure; GCC Expert Certifications
- Project Management/ Service Delivery or Management

**Relevant Experience**
- 12-15 years of managing IT Systems/ Virtualization
- 4-6 Years of experience in designing, migrating, and implementing Public Clouds (Azure/AWS/GCC)
- 5-8 years of Service/ Project management

**Desired skills/knowledge**:

- Excellent knowledge and solid experience in “Public Cloud offers” available in markets like Microsoft Azure; Amazon Web Services; Google Cloud etc.
- Excellent knowledge of Cloud migration tools.
- Knowledge of VMWare ESXi, vSphere; Linux, Windows
- Understand and willing to provide Cloud management support on a rotational basis, 24 X 7
- Problem-solving and investigation capabilities
- Strong communication skills
- Good written and fluent English and good interpersonal skills
- Should be a team player

**Additional information**:
**Department**:
International Zone

L’ambition d’Orange Business est de devenir l’intégrateur réseaux et numérique de référence en Europe, en nous appuyant sur nos forces autour des solutions de connectivité nouvelle génération, du cloud et de la cybersécurité.

Nos 30 000 femmes et hommes présents dans 65 pays, dont chaque voix compte, sont tous animés par la même détermination et le même esprit d’équipe, pour construire les solutions digitales d’aujourd’hui et de demain et créer un impact positif pour nos clients, pour leurs salariés et pour la planète.

Nous offrons des opportunités passionnantes grâce à des projets innovants dans la data et le digital, le cloud, l’IA, la cybersécurité, l’IoT, ou encore le digital workspace et le big data.
- Venez vivre cette aventure avec nous

**Contract**:
Regular