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Technical Account Manager
HostPapa
Abu Dhabi, UAE
Full Time
Senior
Remote
3 weeks ago
ITILService Delivery ManagementIncident ManagementProblem ManagementChange ManagementStakeholder Management
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ITILService Delivery ManagementIncident Management
About the Role
HostPapa seeks a Technical Account Manager to maintain and enhance customer environments for CloudBlue, providing proactive technical guidance and ensuring optimal platform performance.
Key Skills for This Role
ITILService Delivery ManagementIncident ManagementProblem ManagementChange ManagementStakeholder Management
Responsibilities
- Take ownership of customer service delivery across platform, professional, managed, and support services
- Ensure high quality service levels through monitoring, performance targets, and SLA compliance
- Oversee incident, problem, and change management processes
- Manage escalations and customer expectations with transparency
- Define and refine ITIL based practices to improve service efficiency
- Maintain continuity plans for disaster recovery
- Collaborate with internal teams to deliver a 'Customer First' strategy
- Represent the brand with customers at a senior level
- Act as a technical advisor, understanding customer environments
- Guide customers through upgrades, new releases, and best practice deployments
- Conduct quarterly or consultative reviews to identify trends and recommend improvements
- Maintain product knowledge and support documentation
Requirements
- 8+ years in customer facing roles (Technical Account Manager, Service Delivery Manager, Support Lead)
- Fluent in English
- Experience with service providers or cloud resellers, supporting enterprise clients
- Proven stakeholder management skills
- Strong organizational ability to manage competing demands
- Excellent communication, presentation, and relationship building skills
- Analytical mindset to resolve technical and project management challenges
- Flexible and willing to be on call for high severity issues
- ITIL Foundation certification (V4 preferred)
- PMP, Agile, or Six Sigma are assets
Full Job Posting
Position Summary
- This role focuses on CloudBlue, a HostPapa business that powers cloud commerce for service providers.
- As Technical Account Manager, you will maintain and enhance customer environments, coordinate platform maintenance, and provide proactive technical guidance.
What you’ll do
- Take ownership of customer service delivery across platform, professional, managed, and support services.
- Ensure high quality service levels through monitoring, performance targets, and SLA compliance.
- Oversee incident, problem, and change management processes.
- Manage escalations and customer expectations.
- Define and refine ITIL based practices.
- Maintain continuity plans for disaster recovery.
- Collaborate with internal teams to deliver a 'Customer First' strategy.
- Represent the brand with customers at a senior level.
- Act as a technical advisor.
- Guide customers through upgrades and best practice deployments.
- Conduct quarterly or consultative reviews.
- Maintain product knowledge and support documentation.
About You
- 8+ years in customer facing roles (TAM, SDM, Support Lead).
- Fluent in English.
- Experience with service providers or cloud resellers.
- Proven stakeholder management skills.
- Strong organizational ability.
- Excellent communication, presentation, and relationship building skills.
- Analytical mindset.
- Flexible and willing to be on call.
- ITIL Foundation certification (V4 preferred).
- PMP, Agile, or Six Sigma are assets.
- Strategic thinker with customer focus.
What we offer
- This is a remote role open to candidates currently residing in the United Arab Emirates.
- Competitive salary.
- Career advancement & professional development opportunities.
- Flexible work arrangements.
About us
- HostPapa provides enterprise grade cloud services solutions since 2006.
- We value diversity and inclusion, with a friendly company culture built on trust and respect.
- HostPapa is an equal opportunity employer committed to diversity and inclusion.
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