Technical Account Manager
Auxis
Heredia, CR
hace 15 días

Responsibilities

1. Manage the day-to-day Service Delivery requests to meet or exceed client expectations.

2. Understand daily resource (staff) utilization and organize work to maximize delivery of client Service Requests

3. Manage the creation and accuracy of SOP documentation to ensure delivery of services are consistent

4. Participate in project discussions ensuring proper allocation of staff to balance day-to-day delivery verses project delivery

5. Act as a technical escalation point for team and client, escalating to management as needed

6. Quickly addresses roadblocks that negatively impacts deliver of services

7. Recommends and implements process improvements to maximize overall account and team efficiencies

9. Act as a Technical project manager for small projects

10. Working with the team to Identify, document and present innovation and recommendations initiatives to the client for improvements in the environment

11. Manage the ongoing execution of Auxis’ standard operating procedures, including but not limited to Service Request, Incident, Problem, Change and Configuration Management at assigned accounts.

  • 12. Manage the delivery of IT Cloud infrastructure services at assigned account(s), including but not limited to compute, storage, network management, operations and support;
  • telecommunications management and support, and as requested project based services, in accordance with the terms of the Managed Services Agreement.

    13. Obtaining Auxis customer satisfaction score from assigned accounts, based on the results of annual Customer Satisfaction surveys, in accordance to the terms of the Managed Services Agreement.

    14. Support other ITO Practice activities, as required, including :

    a. Support the design, architecture, implementation, management and support of complex infrastructure technology environments, including network and server engineering for multiple platforms (Windows, Unix, other middle market solutions), telecommunications, applications management, data center services, co-

    location and hosting services, etc.

    b. Provide oversight and guidance for the deployment of Auxis’ IT Operations methodology and platform, including the implementation of Auxis’ standard operating procedures (Service Request, Incident, Problem, Change and Configuration Management, etc.

    for other client environments as needed

    Skills and Experience

  • 4+ years’ experience as an IT Manager, with a minimum of two (2) years in the Outsourcing industry or experience in large complex organizations.
  • Computer related Bachelor’s Degree with a major or minor in Business Administration or Information Technology, with an emphasis on information technology management
  • Fluency in English (strong oral and written communication skills) 85%+
  • Experience managing and / or supporting IT Infrastructure cloud platforms, and security tools or monitoring systems
  • Experience managing staff and ticket workflow in a high volume, day-to-day, tactical service request environment
  • Knowledge and / or Training on best practices or IT frameworks, such as ITIL (Information Technology Infrastructure Library)
  • Experience managing team performance metrics and presenting to upper management
  • Strong Project Management, Customer Relationship skills and used to working under pressure with tight deadlines
  • People-management skills coupled with strong communication skills are essential for this role.
  • US Tourist Valid Visa for potential travel to US as required (Project work, operations, training)
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