Job Description:
$80-$97K

Responsibilities:
-Provide technical leadership for managed services customers. The Technical Account Manager will be responsible for direct customer communication, working closely with internal teams: 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 supportable solutions that meet complex customer requirements and SLAs.
-Provide pro-active recommendations that support 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 project manager to address technical topics. Utilize the meetings with client as an opportunity to create an understanding by the client of business or operational plans.
-Plan, document and identify risks and challenges for production changes that span multiple services or technologies.
-Aid 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 documentation and written ISO9001 procedures to ensure other members of Operations can assist in monitoring, troubleshooting and changing complex customer environments.
-Build and maintain relationships with key customer’s technical staff members and with internal stakeholders from sales, customer service and field operations.
-Assist management in developing customized SLAs and SOWs for one-off technology solutions.
-Assist in the development of reportable operational metrics within the Services Delivery team.
-Perform after-hours technical support as needed and Tier 3 escalation for advanced troubleshooting and support for complex issues.
-Travel to customer premise as needed.
-Provide world-class customer support and technical expertise for customers:
-Provide technical leadership for largest managed services customers. The Technical Account Manager will be responsible for direct customer communication, working closely with all other 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 project manager to address technical topics. Utilize the meetings with client as an opportunity to create an understanding by the client of business or operational plans.
-Plan, document and identify risks and challenges for production changes that span multiple services or technologies.
-Provide clear technical documentation and written ISO9001 procedures to ensure other members of Operations can assist in monitoring, troubleshooting and changing complex customer environments.
-Build and maintain relationships 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 and operations teams in the transition of customers from design-implementation-steady state phases of the customer life cycle.
-Develop cost effective, operationally supportable solutions that meet complex customer requirements and SLAs.
-Assist management in developing customized SLAs and SOWs for one-off technology solutions.

Qualifications:
-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.)

Contact information:
Mike Stapinski
jobs@nextstepsystems.com
Next Step Systems
www.nextstepsystems.com

For more information about this opportunity contact:

Systems Engineer positions / job opportunities in the Denver area.