Technical Account Manager

As a Technical Account Manager (TAM) you are a key advisor to Alnafitha Premier Support Customers, managing the provided support services activities to align them to your customer s business priorities to maximize the value of their investment with Alnafitha IT.

The TAM is the primary front-line customer-facing support role within Alnafitha Premier Support Services and is responsible for the overall growth, quality, and satisfaction of the customer support services relationship. This role offers an opportunity to be front and center with our customers supporting their success while accelerating your career by driving business impact.

Key Responsibilities:

Represent Alnafitha Premier as the owner of all services delivered to a defined portfolio of clients, Investigate the client s business objectives, anticipate current and future technology needs, develop a strategic technology solution roadmap and lead the proposed solution work-streams to bring clients to that future state.

Deliver and support solutions (technology and services) that meet the client s current and future needs through an end-to-end delivery lifecycle from the initial solution roadmap through design and deployment to user adoption and value realization.

Promote the delivery of incremental services identified in the solution roadmap whilst continually looking for new opportunities aligned to the client s business objectives

Collaborate with the account team to drive continuous improvement of the management of accounts

Key Accountabilities:

CUSTOMER Creates a strategic support relationship with key stakeholders within our customer organizations, including the IT Directors, CTO, CIO, and Line of Business leaders as well as technology professionals, to enable quality service delivery. TAMs focus on understanding the customer business and IT objectives to develop and manage the delivery of a comprehensive service delivery plan to enable customers to successfully operate, and consume, and hence realize the value of Microsoft products. The TAM must be a change agent by articulating the case for change and helping our customers evolve their IT maturity, drive productive use of Microsoft products, and enable and support IT to make the business more effective.

BUSINESS The TAM is responsible for sustainable growth through routinely partnering with Sales and other Services personnel to strategize on ways to create new opportunities within the accounts they service. The TAM is responsible for the profitability of our services through portfolio management including contract consumption, contribution margin, operational expense management, and revenue growth, all in a manner consistent with Microsoft s legal, fiscal, and personnel policies.

DELIVERY The TAM must be proficient in understanding Alnafitha Premier Support Services and be able to elaborate on the value of these services to our customers. The TAM will partner with our customers to set a clear roadmap to make full use of the contracted service with clear visibility and control and align all the provided services with the predefined objectives. The TAM must be literate and conversant on Microsoft technology, methodology, and procedures for its application. The TAM is responsible for the excellent delivery of regular checks for Microsoft Core Infrastructure Services during onsite visits.

LEADERSHIP This role requires strong communication skills and imaginative, bold thinking in all situations, as well as displaying executive presence and confidence. The TAM must be able to show leadership in supporting the agreement success comprised of Alnafitha Premier Support Team, Customer, and all Alnafitha IT resources who may be engaged in the delivery of complex solutions

Requirements

Certification Requirements:

Bachelor s degree in Computer Science or equivalent.

CCNA Routing and Switching.

ITIL Expert (Preferred)

MCSE: Core Infrastructure (Must)

MCSE: Private Cloud (Must)

MCSE: Messaging (Preferred)

PMP Certified (Preferred)

Microsoft 365 Certified: Enterprise Administrator Expert (preferred)

Microsoft Certified: Azure Solutions Architect Expert (preferred)

Technical Skills Requirements:

5+ years experience in Microsoft technologies in one or more of the following: (Microsoft: Active Director, Microsoft Azure and AWS, Microsoft Exchange, Skype for Business, Teams, SCCM, SCOM, VMM, MOM, OMS, Intune, Microsoft SharePoint)

Experience with migration of Exchange customers to Office 365 and end-to-end support and troubleshooting experience of Exchange Online and Office 365 Hybrid solutions.

Additional skills in Exchange Online Protection, Antigen/Forefront Protection for Exchange.

Experience in AD Security (ATA, AD backup and recovery, security practices and AD health check)

Knowledge in Microsoft Server features (ADFS DFS RMS WSUS WDS CA IIS).

Knowledge in Virtualization (Microsoft Hyper-V, VMWare).

Basic knowledge in SQL database administration and implementation.

Solid understanding of client/server, networking, and Internet technologies fundamentals.

Experience working with Microsoft Server products alongside Microsoft Azure IaaS/ PaaS and experience with troubleshooting, configuring and supporting Network and Hybrid scenarios..

Working knowledge in several areas of Azure / AWS PaaS and/or IaaS, such as Azure deployment, ARM template, Application Insights, PowerShell Scripting, Security, High Availability, Azure Storage, Azure Virtual Machine, Backup / Disaster Recovery, Patching, Clustering, service resilience, SQL Azure, ADLS and distributed systems etc.

Experienced in DevOps and knowledge of Azure Web Aps, Service Fabric and .NET (Preferred)

Solid Networking Skills (Routing & Switching Protocols, TCP/, DNS, QoS, SIP, VLANs, and WAN protocols)

Personal Skills Requirements:

High sense of responsibility and ownership, acting like owner in what you do.

Exceptional communication and presentation skills

Proven people management and leadership skills

Love being the first line of support and troubleshooting issues

Strong analytical skills to investigate and resolve customer support tickets

Able to multi-task efficiently under time pressure

Able to work with cutting edge technology and assimilate information rapidly

Previous experience in managing customer focused teams

Proven experience in managing a service and support focused team culture

Ability to maintain composure during stressful situation

Fluent in Arabic and English.

Key Success Criteria:

Proven experience in an Enterprise Support Environment with a strong understanding of corporate customer support needs.

Strong Capability to provide core infrastructure services check to assure its alignment with the vendor best practices

Solid experience in end-user development to maximize their understanding and usage of Microsoft Technologies

Consistently demonstrates strong organizational, communication, project management, change management, and problem-solving skills.

Leads team orchestration to ensure support delivery needs for customers are met.

Bachelor s degree preferred; Microsoft certification preferred.

• Provide top-quality technical service before and after a sale
  
• Engage with customer support and ensure client satisfaction and strength ties with customers
  
• Ability to travel to visit customers
  
• Investigate the client s business objectives, anticipate current and future technology needs, develop a strategic technology solution roadmap and lead the proposed solution work-streams to bring clients to that future state.