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Job Title: Technical Account Engineer
Job Location: TX: Houston
Pay Rate: Open
Job Length: full time
Start Date: 2008-03-29
Company Name: SunGard Availability Services
Contact: Human Resources
Phone: email only
Fax: Apply at web site
Description: Alternate Location: Thornton, CO
SCOPE:
• Provide technical leader****p for SunGard’s largest managed services
customers. The Technical Account Manager will be responsible for direct
customer communication, working closely with internal SunGard teams:
Central Operations, Sales and Product.
• Maintain deep technical knowledge of multiple technologies within a
customer’s environment. This may include network, security, systems
administration and storage management services.
• Understanding of original and amended contract, Master Services
Agreement, Order Forms, Roles & Responsibilities, Notice of Service
Commencement (NSC), and Current Invoices/Billing. Familiarity with Service
Index and Timeline.
• Develop cost effective, operationally sup****table solutions that meet
complex customer requirements and SLAs.
• Provide pro-active recommendations that sup****t the customer’s site
availability requirements.
• Process improvement initiatives tailored to improve customer
satisfaction with managed services and interaction with the Operations
team.
• Develop and deliver customer presentations that outline environment
capacities and suggested courses of action. Attend weekly customer
meetings with SunGard project manager to address technical topics.
Utilize the meetings with client as an op****tunity to create an
understanding by the client of SunGard’s business or operational plans.
• Plan, do***ent and identify risks and challenges for production changes
that span multiple services or technologies.
• Aid SunGard’s sales and operations teams in the transition of customers
from architectural design-implementation-steady state phases of the
customer life cycle.
• Coordinate and oversee the cross functional engineers. Provide clear
technical do***entation and written ISO9001 procedures to ensure other
members of Central Operations can assist in monitoring, troubleshooting
and changing complex customer environments.
• Build and maintain relation****ps with key customer’s technical staff
members and with internal stakeholders from sales, customer service and
field operations.
• Assist SunGard management in developing customized SLAs and SOWs for
one-off technology solutions.
• Assist in the development of re****table operational metrics within the
Complex Services Delivery team.
• Perform after-hours technical sup****t as needed and Tier 3 escalation
for advanced troubleshooting and sup****t for complex issues.
• Travel to customer premise as needed.
RESPONSIBILITIES:
Provide world-class customer sup****t and technical expertise for SunGard
customers:
• Provide technical leader****p for SunGard’s largest managed services
customers. The Technical Account Manager will be responsible for direct
customer communication, working closely with all other Central Operations
technical teams.
• Maintain deep technical knowledge of multiple technologies within a
customer’s environment. This may include network, security, systems
administration and storage management services.
• Develop and deliver customer presentations that outline environment
capacities and suggested courses of action. Attend weekly customer
meetings with Sungard project manager to address technical topics.
Utilize the meetings with client as an op****tunity to create an
understanding by the client of SunGard’s business or operational plans.
• Plan, do***ent and identify risks and challenges for production changes
that span multiple services or technologies.
• Provide clear technical do***entation and written ISO9001 procedures to
ensure other members of Central Operations can assist in monitoring,
troubleshooting and changing complex customer environments.
• Build and maintain relation****ps with key customer’s technical staff
members and with internal stakeholders from sales, customer service and
field operations.
• Understanding of original and amended contracts, services agreement,
roles & responsibilities, SLAs, and current invoices.
Aid sales with developing solutions for enterprise level customers:
• Aid Sungard’s sales and operations teams in the transition of customers
from design-implementation-steady state phases of the customer life cycle.
• Develop cost effective, operationally sup****table solutions that meet
complex customer requirements and SLAs.
• Assist Sungard management in developing customized SLAs and SOWs for
one-off technology solutions.
Training and miscellaneous tasks:
• Assist in the development of re****table operational metrics within the
Complex Services Delivery team.
• Perform after-hours technical sup****t as needed.
• Learn Sungard alert management platforms, functions, and terminology.
• Learn related SunGard product offerings.
• Travel to customer premise as needed.
Requirements:
• College Degree preferred but will consider applicants with
equivalent work-related experience with a minimum educational requirement
of a H.S. Diploma or GED equivalent.
• 7-10 years industry experience in an IT operations management or senior
engineer role, with exposure to multiple technology areas. A significant
amount of this time must have been in a hands-on IT service delivery and
design role.
• Extensive knowledge of data communication concepts and technologies is
required.
• Very strong customer service and communications skills (written and
oral) are required.
• A history of leading and directing technical staff through crisis
situations.
• Strong interpersonal skills are a requirement.
• Adaptable and willing to learn new technologies.
• Working knowledge of project management and strong time management
skills are required.
• Must have the ability to effectively work in a team environment, as well
as independently or as a self starter.
Preferred Requirements:
• 4 year college degree or equivalent experience.
• Technology industry certification(s) (MCSE, CCIE, RHCE, etc..)
SUNGARD IS AN EQUAL OP****TUNITY EMPLOYER, M/F/D/V
GS4616
Please refer to Job code GS4616 when responding to this ad.
For FASTEST PROCESSING of your resume, please visit
http://www.jobcircle.com/classifieds/1136064.html?source=ng
to apply
online.
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For fastest processing of your resume, this employer asks that
you apply to this job using the URL above.
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