Technical Account Management-Dubai
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Key skills for this role
About the Role
Alibaba Cloud is seeking a Technical Account Manager in Dubai to provide customer-proximate technical support and stability assurance. You will resolve technical issues, conduct risk inspections, and optimize cloud usage.
Key Skills for This Role
Responsibilities
- Continuously monitor and analyse customers' technical challenges and assist in resolving support tickets quickly and efficiently
- Lead critical incident response to facilitate rapid business recovery, including fault containment, root cause coordination, and implementation of safeguarding measures
- Conduct proactive inspections of cloud product usage, covering workload assessment, business capacity evaluation, risk event identification, and change notification management
- Design critical architecture monitoring and alerting solutions aligned with customers' cloud based business needs
- Evaluate end to end business application dependencies, integrating both cloud and on premises risk assessments
- Collaborate with customers to conduct high availability drills under extreme scenarios
- Provide dedicated support during customers' peak business events, including architecture review, pre event risk inspection, performance stress testing, failure simulation drills, and on site or remote war room support
- Guide customers in new product selection and optimise product usage methods
- Assist customers in managing cloud resources, including utilisation analysis, capacity planning, and implementation of elastic scaling solutions
- Deliver best practice guidance for account structure, permissions, networking, and resource provisioning throughout the customer's cloud adoption journey
- Drive comprehensive optimisation aligned with the Well Architected Framework, covering security and compliance, operational stability, cost optimisation, and high performance architecture design
- Establish appropriate service and communication channels for customers during cloud adoption
Requirements
- Over 5 years of experience in solution design, architecture, backend development, delivery, or operations for large scale internet applications or enterprise level systems
- Technical background with hands on experience in developing or operating large scale applications based on cloud products
- Technical understanding and hands on experience in one or more domains including cloud native technologies, big data, databases, networking, and middleware
- Masters the underlying architecture of core products within the supported business lines
- Proficient in the specialized technical competencies required by the supported business lines
- Understands cross product system architectures and is capable of performing solution design or troubleshooting
Full Job Posting
Customer Proximate Technical Support
- Technical Issue Resolution: Continuously monitor and analyse customers' technical challenges. Assist customers and technical support engineers in resolving support tickets quickly and efficiently.
- Requirement Tracking: Across diverse industries, accurately analyse customer usage patterns and needs based on their business scenarios and cloud product consumption.
Stability Support and Assurance
- Emergency Response: Lead critical incident response to facilitate rapid business recovery.
- Risk Inspection: Conduct proactive inspections of cloud product usage.
- Proactive Services: Design critical architecture monitoring and alerting solutions.
- End to End Assessment: Evaluate end to end business application dependencies.
- High Availability Drills: Collaborate with customers to conduct high availability drills under extreme scenarios.
- Event Support: Provide dedicated support during customers' peak business events.
Cloud Based Business Governance and Optimisation
- Cloud Usage Optimisation: Guide customers in new product selection and optimise product usage methods.
- Cloud Resource Management: Assist customers in managing cloud resources.
- Landing Zone: Deliver best practice guidance for account structure, permissions, networking, and resource provisioning.
- Well Architected Support: Drive comprehensive optimisation aligned with the Well Architected Framework.
Service Assurance
- Service Management: Establish appropriate service and communication channels for customers during cloud adoption.
- Project Support: Deliver customised technical assurance programmes based on customer needs.
- Migration Expert Services: Assist customers in migrating business workloads to the cloud.
Customer Relationship Building and Business Opportunity Development
- Build and sustain trusted relationships with key customer stakeholders.
Job Requirements
- Over 5 year of experience in solution design, architecture, backend development, delivery, or operations for large scale internet applications or enterprise level systems.
- Possesses a technical background with hands on experience in developing or operating large scale applications based on cloud products.
- Possesses technical understanding and hands on experience in one or more domains including cloud native technologies, big data, databases, networking, and middleware.
- Masters the underlying architecture of core products within the supported business lines.
- Proficient in the specialized technical competencies required by the supported business lines.
- Understands cross product system architectures and is capable of performing solution design or troubleshooting based on this expertise.
- Accurately identifies and categorizes customers and key stakeholders.
- Creates a constructive communication atmosphere.
- Demonstrates strong service orientation.
- In specific domains, capable of engaging in prepared, professional communication with senior level client executives.
- Possesses operations technology management capabilities.
- Acts as the primary owner for customer technical projects.
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