Technical Account Manager - TAM
- Advansys
- مدينة نصر، محافظة القاهرة، مصر
- Full-time
وصف الوظيفة
FORTE CLOUD is at the forefront of revolutionizing businesses in the Middle East and Africa through cutting-edge cloud solutions. As the premier cloud partner in the region since 2014, we boast unparalleled expertise and an outstanding track record in seamlessly navigating organizations through successful cloud adoption.
Join us on the transformative path to success. Choose FORTE CLOUD as your trusted advisor, and let's make strides in the digital landscape together. https://fortecloud.com/
Job Description:
- Customer Engagement and Relationship Building:
- o Serve as the primary point of contact for assigned accounts, acting as a trusted advisor and advocate for the customer.
- o Develop a deep understanding of the customer’s business goals, technology landscape, and specific cloud requirements.
- Customer Support and Success:
- o Lead regular technical reviews to optimize the customer’s cloud environment and achieve desired business outcomes.
- o Proactively identify opportunities for clients to leverage additional FORTE CLOUD solutions such as DevOps, AI/ML, Security, etc., to address their evolving needs.
- Technical Expertise and Advisory:
- o Provide expert guidance on cloud architecture, best practices, and migration strategies.
- o Collaborate with the Solution Architect and technical teams to develop and deploy tailored solutions for customer needs.
- Issue Resolution and Escalation:
- o Manage and resolve technical issues, working closely with internal support and engineering teams.
- o Facilitate escalations and coordinate with cloud providers (AWS, Azure, Huawei, etc…) as needed to ensure quick issue resolution.
- Continuous Improvement and Reporting:
- o Track and report on customer metrics, service health, and performance indicators.
- o Recommend optimizations to the Cloud Operation Center and internal processes based on customer feedback and support experiences.
- Training and Enablement:
- o Conduct training sessions and workshops to upskill customers on FORTE CLOUD’s offerings, including tools and solutions.
- o Educate customers on best practices in cloud management, cost optimization, and security.
- Collaboration with Cloud Operation Center and Success Teams:
- o Partner with the Success Manager to ensure alignment on customer goals and account health.
- o Work with the Cloud Operation Center to align on KPIs, SLAs, and customer experience improvements.
- Security, Compliance, and Governance:
- Maintain security policies and best practices across cloud services, aligned with customer’s industry regulations (e.g., GDPR, ISO, PCI).
- Oversee regular security audits, threat detection, and vulnerability management.
- Ensure compliance with regional and industry-specific regulations, especially relevant to the MENA region.
متطلبات الوظيفة
Qualifications:
- Educational Background:
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- Advanced certifications in cloud platforms (e.g., AWS Certified Solutions Architect, Azure Solutions Architect, Huawei Cloud Certified Architect) are preferred.
- Experience:
- 3+ years of experience in a similar role within the cloud or IT services industry.
- Proven experience working directly with customers in a technical role, ideally in the MENA region.
- Strong understanding of cloud architectures, including IaaS, PaaS, and SaaS.
- Hands-on experience with DevOps, Security, ML/AI, and App Modernization will be a plus.
- Familiarity with cloud management platforms, is a strong advantage.
- Certifications:
- AWS Certified Solutions Architect, Azure Administrator, or equivalent Huawei Cloud certifications.
- ITIL Foundation certification for service management.
- DevOps or Security certifications (e.g., AWS DevOps Engineer, Azure DevOps Engineer Expert) are highly valued.
Skills:
- Technical Proficiency:
- Deep understanding of AWS, Azure, and/or Huawei Cloud. Familiarity with multi-cloud environments is beneficial.
- Proficiency in Infrastructure-as-Code tools like Terraform and CloudFormation.
- Expertise in CI/CD pipelines, DevOps tools (Jenkins, Kubernetes), and automation frameworks.
- Strong understanding of network architecture, security (encryption, IAM), and storage management across cloud platforms.
- Problem-Solving: Ability to diagnose, resolve, and communicate solutions for complex cloud challenges.
- Security & Compliance:
- Strong expertise in implementing security controls and ensuring compliance with global and regional standards (GDPR, ISO, etc.).
- Familiarity with tools for cloud security monitoring, auditing, and compliance.
- Problem-Solving & Automation:
- Proficient in scripting (Python, Bash, PowerShell) for automation and process improvements.
- Ability to quickly troubleshoot operational issues, leading teams through root cause analysis and incident resolution.
- Customer Service Skills:
- Proactive mindset to anticipate customer needs and provide solutions before challenges arise.
- Ability to understand and meet the cloud infrastructure needs of diverse clients across the MENA region.
- Proactive in client engagement, ensuring high-quality service delivery and fast incident resolution.
- Experience managing cloud-related challenges specific to regulated industries.
- Communication:
- Strong interpersonal, presentation, and communication skills. Able to explain complex technical concepts in a customer-friendly manner.
- Excellent communication skills to liaise between customers, cloud providers, and internal teams.
- Ability to work under pressure, make quick decisions, and lead situations through complex technical issues.
- Ability to work with diverse teams across geographies and time zones.
- Relationship Management:
- Ability to build and maintain trusted relationships with stakeholders, and effectively advocate for customer needs.
Additional Considerations
- Travel: Willingness to travel within the MENA region to meet clients on-site, as necessary.
- Languages: Proficiency in English and Arabic is highly advantageous given the customer base in MENA.
