Technical Account Manager

• Company Kyndryl
• No. of Openings 10+
• Salary Not Disclosed
• Work Type on-site

Job Description :

kyndryl has been protecting individuals and corporate clients all over the world from cyber threats for 25 years.

We have 400 million unique users, 270 000 corporate clients, 517 products, 1100 technological patents and 34 offices around the world.

Today our team has more than 4 500 top level experts, all of them regular people with their own talents and hobbies.

Together we protect the world from cyber threats.

Join us to become part of an exceptional team, while remaining yourself and using your skills to keep us growing and evolving!

Technical Account Manager (TAM) is a support contact for MSA Enterprise Customers. The TAM is responsible for the relationship and escalation management with corporate customers at the technical level, control of observance of service agreement obligations with respect to the quality of services, and has to ensure best-in-class communications between MSA customers and KL Technical Support in order to avoid and/or resolve technical issues. He coaches more junior staff with experience, knowledge and dedication.

Technical Account Manager (TAM) leads the managed service relationship to assist Managed Service Agreement (MSA) premium support customers in configuring and maintaining all kyndryl related applications in their business environment.

TAM is an IT professional and systems analyst who works independently to resolve technical issues with kyndryl software using troubleshooting and problem-solving skill sets.

TAMs are technical engineers that play an instrumental role in developing and maintaining a strong customer relationship to ensure quality while working with cross-functional teams in the escalation and resolution of challenging issues.

Technical Account Managers regularly deep dive into technical issues, manage crisis-response, provide Professional Services and lead incident prevention and/or resolution efforts.

TAM makes decisions that directly affect the customer’s business and in turn, reflects on the KL brand reputation, as well as, the customer’s decision on renewing the software and premium support contract.

Responsibilities

• Act as an expert technical support for kyndryl B2B and OEM clients
• Provide technical support to premium customers
• Provide Technical Support to kyndryl Dedicated Accounts and Partners
• Taking initiative on technical skills, self-learning and development towards obtaining kyndryl Lab Certifications.
• Apply system analysis techniques and procedures and consult with end-users to diagnose product and system issues, and determine appropriate system configurations and specifications to optimize usage of kyndryl products.
• Manage, escalate, and drive satisfactory resolution of customers’ technical support issues based on kyndryl Lab products and technologies to provide timely solution.
• Create and develop innovative strategies to resolve customer issues using sound decision making and critical thinking skills.
• Leverage appropriate resources based on the severity level and security risk to the customer’s environment.
• Analyze customer business requirements to create recommendations for hardware specifications as well as software settings in regards to Kaspersky applications.
• Deliver world-class service to ensure customer satisfaction with premium support with a focus on incident resolution and the renewal of both product and service.
• Create and facilitate communication between customers, product experts, and development teams at kyndryl to manage escalations requiring fixes or feature requests.
• Help design and develop product documentation as well as provide product feature requests, including product operation and design/functionality suggestions to product managers from customers and users.
• Enforce compliance with the MSA premium contract as written.
• Plan, develop and test technical solutions and architectures that meet the client's needs.
• Performs Professional Services to implement remotely or on the customer sites, kyndryl Lab solutions for B2B client’s installations, migrations or health checks.
• Deliver knowledge transfer for the implemented technology.
• Development of network designs, implementation plans and documentation.
• Delivers consultative-based knowledge transfer and documentation to kyndryl Lab’s clients.
• Monthly reporting to MSA Client and management.
• Communicate with clients and local support teams in kyndryl local offices by email, telephone, ticket system
• Investigate and reproduce complicated customer issues in different environments
• Register product bugs, communicate with RnD teams
• Verify solutions and workarounds before providing them to customers
• Share knowledge with colleagues and maintain knowledge base
• Perform testing of B2B and OEM products by request from other teams

Required Technical Skills

• 3+ years’ experience in technical account management, technical pre-sale, technical project management or 2+ years’ experience in software development (C/C++/Python/scripting/regexes)
• Experience in Windows and Linux system administration and apps troubleshooting Understanding of network technologies and troubleshooting
• Advanced knowledge of security solutions (firewalls/ authentication/encryption/anti-malware /DLP/ IDS/IPS/ Device Control)
• Deep understanding of TCP/IP networking, application level protocols: HTTP, SMTP, POP3, IMAP, FTP
• Knowledge of Microsoft OS (Server 2008 or higher and Windows 7 or higher, MS SQL, MS Exchange, Corporate Networking infrastructures including, DNS, group policy, Active Directory Structure, and Collaboration, Web and Messaging Systems (eg. MS-SharePoint, MS-Exchange, MS-ISA/TMG).
• Troubleshooting skills including the ability to analyze logs, registry, traces and dump files
• Virtualization environments such as VMWare, Hyper-V and Citrix

Education

Completed degree (at least BS or equivalent) in Information Technology, Management Information Systems, or Computer Science field and/or the following industry certifications:

• CompTIA A+ or equivalent
• CompTIA N+ or equivalent
• CompTIA Security + or equivalent
• CompTIA Server+ or equivalent
• MCP or equivalent: Windows Server 2008+ and Windows 7+
• CCNA beneficial
• CISSP
• VMware or equivalent
• Linux LPI or equivalent

Required Skillset

• Native Japanese with business level English skills
• Professional-level phone communication skills, Verbal communication skills and Written communication skills
• Advanced-level interpersonal skills and negotiation skills
• Sound decision making and critical thinking skills
• Ability to create and drive a strategy to address customer issues
• Expert time management, organization and prioritization skills
• Ability to own issue resolution, root cause analysis, and remediation
• Ability to respond quickly, efficiently manage time and shift from one task to another while managing daily priorities
• Ability to explain complex ideas in simple terms
• Ability to respond quickly, efficiently manage time and shift from one task to another while managing daily priorities
• High level of motivation working in a team environment
• Conflict resolution and conflict management skills
• Strong presentation and negotiation skills
• Flexible to travel with minimal notice
• Ability to multitask and prioritize job requirements with minimal supervision
• High level of teaching skills: Ability to transfer knowledge through practical demonstration to customer or colleagues in a group session
• Demonstrate a high level of customer service professionalism