Technical Account Manager
ProVal Tech | 2/13/2016 9:42:21 PM | Experience: 5-8 years
IT-Hardware & Networking
Windows SME, Account Manager
Looking for internal IT infra guy who has worked on Microsoft windows. Handling accounts would be an add on and someone working with SME’s will be preferred.
Experience Required : 5- 10 yrs
Essential : Any Graduate
Preferred : MCP/MCSA/MCITP/MCSE/ITIL
Position Concept :
1.Team management, service delivery management, handling escalated technical issues.
2.Working closely with SME,QA and client servicing team .
3.Designing, documentation and enforcement of service delivery at technical level related to areas like
patching, server management, server tune-ups, daily checks, backup check methodology, anti-virus
management, and other technical solution.
4.Designing, implementation, and maintenance of the internal ProVal knowledgebase to house
articles, SOPs, and other documentation.
5.Responsibility for organization and management of internal ProVal IT Infrastructure which includes
PCs, servers, testing labs, security policies, internet usage policy, internal business applications etc
6.Responsibility for entire service delivery and company toolsets including ticketing tools, monitoring
software, and other remote tools.
Skill Required :
Experience in technical support industry, specially on Microsoft Windows server 2003/2008, Active directory, DNS, DHCP, backups, patch management etc.
Experience of working with Global clients, providing L2 support to clients
Experience in handling Datacenter operations.
Good Communication skills
Good Interpersonal skills
Well versed with ITIL Guidelines
1.Identify training needs of team members and providing performance improvement plans.
1.Handling team, and to ensure that they are adhering to the work procedures.
2.Allocation of daily tasks, aligning team members with ongoing project requirements
3.Ensuring that SLAs are maintained across clients
4.Mentoring team members to provide consistent solutions to ProVal customers.
5.Helping team members to resolve the escalated technical issues .
6.Maintaining Service schedule for each client and ensure all tasks are being executed on time.