Technical Account Manager (TAM)

KalSoft is currently looking for an experienced Technical Account Manager (TAM) to join our team. This role is ideal for professionals with strong expertise in client relationship management Azure operations managed services and enterprise cloud environments. The candidate will be responsible for ensuring smooth service delivery managing client expectations coordinating operational support activities and acting as the key liaison between customers and technical teams.

Key Responsibilities

Client Relationship Management

• Serve as the primary technical point of contact for assigned enterprise customers
• Build and maintain strong long-term client relationships
• Understand client business needs and align technical solutions accordingly
• Manage client expectations and ensure high levels of customer satisfaction

Service Delivery & Operations

• Oversee end-to-end service delivery for managed services accounts
• Ensure SLA compliance and timely resolution of incidents and service requests
• Coordinate with internal support engineering and operations teams
• Monitor system performance and proactively identify risks or issues

Technical Leadership

• Provide technical guidance and advisory support to clients
• Review and validate technical changes upgrades and deployments
• Support cloud environments (Azure/AWS/Hybrid) and enterprise infrastructure
• Participate in architecture discussions and solution improvements

Incident & Problem Management

• Act as escalation point for critical incidents
• Lead root cause analysis (RCA) and ensure preventive actions are implemented
• Drive post-incident reviews and service improvement plans

Reporting & Governance

• Prepare regular service reports KPIs and performance dashboards
• Conduct service review meetings with stakeholders
• Ensure proper documentation of processes configurations and changes

Continuous Improvement

• Identify opportunities to improve service efficiency and automation
• Recommend enhancements to tools processes and infrastructure
• Support digital transformation and cloud optimization initiatives

Requirements

• Minimum 5 years of overall professional experience
• At least 4 years of experience in Technical Account Management Service Delivery or Managed Services environments
• Bachelors degree in Computer Science Information Technology or a related technical field
• Strong experience in Azure Operations and Managed Services
• Strong background in Cloud Infrastructure Security Monitoring and Support Operations
• Experience working in enterprise government or banking environments
• Excellent communication stakeholder management and client-facing skills
• Experience in 24x7 support environments and enterprise operations
• Strong understanding of ITIL processes incident management and operational governance
• Microsoft certifications such as AZ-104 AZ-305 AZ-500 or AZ-700 preferred
• Ability to manage onsite/hybrid client engagements and operational coordination
• Kuwait-based candidates preferred or candidates eligible for legal sponsorship in Kuwait