This list contains only the countries for which job offers have been published in the selected language (e.g., in the French version, only job offers written in French are displayed, and in the English version, only those in English).
The Technical Account Specialist at NTT DATA is a pivotal role focused on managing technical client relationships and ensuring exceptional service delivery. This role acts as the client’s trusted advisor and is responsible to deliver the ultimate client experience by providing the highest quality of technical service. The primary objective of this role is to strengthen the client relationship and increase client satisfaction in the overall technical experience that the organization has rendered from a service delivery perspective.
Job Responsibility:
Understands the client's operations, monitor and track their support needs and service requests, troubleshoot issues and identify opportunities to improve availability
Provides the highest level of technical knowledge, support, and services to the client
Takes accountability for the overall technical responsibility for a proposed services solution and work closely with the service operations team in service delivery
Identifies new opportunities based on technical understanding of the client’s needs
Shares insights of the client’s environment with the Client Manager, Client Success Manager and/ or Service Architect and contribute to upselling
Improves mean-time-to-repair, aid future downtime avoidance, and get support to help extract the maximum value out of the client’s covered assets
Improves overall service performance through reduction in incident volume and incident resolution time
Leads and ensures root cause analysis of the problem is performed and documented in the problem ticket
Analyzes the impact of technical changes made to the client’s environment
Schedules and chairs the monthly technical review with the client
Works on problems of diverse scope where analysis of information requires evaluation of identifiable factors
Resolves and assesses a wide range of issues in creative ways and suggests variations in approach
Requirements:
Bachelor’s degree or relevant in Information Technology/Computing, or related field
ITIL certification is highly desirable
Seasoned demonstrated experience required in diagnosis and troubleshooting, handling TAC, and technical documentation in a Technical Account Manager role gained within a global IT organization
Seasoned demonstrated experience in management agent, redundancy concepts, remote console architecture, and products within the supported technical domain
Seasoned experience in coding / development for general automation
Seasoned interpersonal skills with the ability to develop and maintain solid stakeholder relationships
Excellent client service orientation and passion for achieving or exceeding expectations
Excellent written and verbal communication skills
Ability to plan activities and projects well in advance and takes into account possible changing circumstances
Ability to maintain a positive outlook at work whilst working in a pressurized environment
Ability to work hard and put in longer hours when it is necessary
Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
Ability to adapt to changing circumstances
Ability to place clients at the forefront of all interactions, understanding their requirements, and create a positive client experience throughout the total client journey
Avid learner of new technologies and current expertise in various technology areas of IT