jazzhr
Technical Account Manager
Assured Data Protection
Herndon, USA
Full-time
Mid Level
Hybrid
Discovered 1 weeks ago
Free
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- Act as the primary technical advisor for an assigned portfolio of enterprise customers.
- Build a deep understanding of each customer’s architecture, infrastructure, workloads and recovery requirements.
- Maintain visibility of technical risks, dependencies and improvement opportunities.
- Provide proactive recommendations rather than relying solely on reactive support activity.
- Develop trusted relationships with customer infrastructure, backup, security, architecture and engineering teams.
- Regularly assess the health and configuration of customer environments.
- Identify opportunities to improve platform performance, efficiency, resilience and manageability.
- Review capacity, growth and utilisation trends.
- Provide recommendations aligned with Assured best practices.
- Coordinate specialist engineering support where deeper technical expertise is required.
- Understand customer recovery requirements including critical workloads, RPOs and RTOs.
- Assess whether the technical environment supports agreed recovery objectives.
- Support the planning and review of recovery testing activities.
- Review test results and identify technical remediation or improvement opportunities.
- Help customers build confidence that critical services and data can be recovered when required.
- Maintain awareness of technical risks across assigned customers.
- Identify configuration gaps, architectural weaknesses, capacity concerns and recovery risks.
- Escalate material technical risks through the appropriate Enterprise Service Delivery processes.
- Track technical recommendations and remediation activities through to resolution.
- Support the development of path-to-green plans for customers experiencing technical challenges.
- Develop customer-specific technical improvement roadmaps.
- Identify short, medium- and long-term opportunities to improve platform maturity.
- Support customers with planning for upgrades, migrations, cloud adoption and infrastructure change.
- Ensure technical roadmaps remain aligned with the customer’s wider business and resilience objectives.
- Provide technical input into customer service reviews and Quarterly Business Reviews.
- Present platform health, technical risk, capacity, recovery readiness and improvement recommendations.
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