Senior Technical Account Manager

Investigate and resolve escalated Hazelcast component issues. Lead root-cause analysis for P1, recurring and critical incidents with Hazelcast support, keep stakeholders informed and track permanent corrective actions through closure. When an incident closes, make sure the knowledge base captures the cause, permanent fix and lessons learned.

Coordinate Hazelcast support cases for product bugs, patches and escalations; promptly notify RBI of critical defects or security vulnerabilities and track remediation and closure status.

Recommend, configure and validate RBI-approved Hazelcast designs for high availability, resilience, throughput and scalability in line with Hazelcast guidance, working with L2 and developers on complex workflow, connector, integration and performance issues.

Plan and carry out approved UAT, pre-production and production updates with impact and risk analysis, approved operating procedures, test and rollback plans, execution in approved maintenance windows and post-change validation.

Advise RBI security teams on Hazelcast hardening; assess releases and patches and maintain upgrade, adoption and infrastructure-lifecycle roadmap recommendations.

Work with RBI’s performance-monitoring team to establish baselines, diagnose bottlenecks and implement tuning and configuration improvements with measurable before-and-after results.

Perform capacity planning and sizing and conduct periodic capacity and utilization reviews, including annual audits and corrective recommendations for threshold breaches.

Maintain senior-level operating procedures and technical documentation; guide L1/L2 teams through knowledge sharing, current industry trends, best practices and thoughtful automation.

Provide senior oversight for complex or escalated service requests, authorizations, coordination issues and configuration-backup concerns, while the L2 TAM owns routine handling. Help keep the agreed roles and responsibilities (RACI) and escalation matrix current, join remote, OEM and on-call coverage, and contribute to quarterly service-level reporting and RBI certification. The team supports unlimited cases, with response targets of 30 minutes initially and 1 hour ongoing for P1; 1 hour and 2 hours for P2; 4 hours and 8 business hours for P3; and 8 hours and 2 working days for all other cases.