Senior Technical Account Specialist (Fixed Term Contract)

Make an impact with NTT DATA Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive. Key Responsibilities Technical Account Management • Act as a trusted technical advisor across multiple customer accounts. • Develop strong customer relationships and understand business and technical objectives. • Provide strategic guidance on cloud, infrastructure, networking, and operational best practices. • Present technical recommendations to customer stakeholders and management teams. Incident & Major Incident Management • Lead technical coordination during critical incidents and Major Incidents (MI). • Facilitate bridge calls and stakeholder communications. • Drive service restoration activities with internal and external teams. • Lead Root Cause Analysis (RCA) and follow-up action tracking. • Ensure compliance with service level agreements (SLAs). Cloud & Infrastructure Advisory • Assess customer Azure, AWS, and GCP environments. • Identify performance, scalability, availability, and security improvement opportunities. • Review infrastructure utilization and operational health. • Recommend cloud modernization and transformation initiatives. Networking & Infrastructure Assessments • Review customer network architecture and connectivity. • Analyze LAN, WAN, VPN, Internet, SD-WAN, and Cloud Networking environments. • Identify operational risks and recommend resiliency improvements. • Support hybrid cloud and multi-cloud network designs. Technology Roadmap & Service Improvement • Develop and maintain customer technology roadmaps. • Recommend automation, optimization, and modernization initiatives. • Drive continual service improvement programs. • Identify and track operational risks and technical debt. RFI / RFP Technical Advisory • Support technical responses for RFI and RFP opportunities. • Review customer requirements and identify solution gaps. • Work closely with Solution Architects and Sales teams on solution design. • Provide technical effort estimations and feasibility assessments. • Participate in customer technical workshops and proposal presentations. Service Governance • Conduct Monthly Service Reviews (MSR). • Present service performance, trends, and recommendations. • Maintain risk registers and improvement action plans. • Drive customer satisfaction and service excellence. Required Qualifications Education • Bachelor's Degree in Information Technology, Computer Science, Engineering, Telecommunications, or related disciplines. Required Experience • Minimum 5 to 8 years of experience in one or more of the following: • Technical Account Management • Cloud Engineering • Infrastructure Operations • Network Engineering • Service Delivery Management • Managed Services • Experience supporting enterprise customers. • Experience managing technical incidents and escalations. • Experience with public cloud platforms (Azure, AWS, or GCP). • Experience working in customer-facing roles. Technical Skills Cloud Technologies Knowledge of one or more: • Microsoft Azure • Amazon Web Services (AWS) • Google Cloud Platform (GCP) Key areas: • Compute • Storage • Networking • Identity & Access Management • Backup & Disaster Recovery • Monitoring & Observability • Security Fundamentals Networking Strong understanding of: • TCP/IP • DNS • DHCP • Routing & Switching • VPN Technologies • Firewalls • Load Balancers • SD-WAN • Hybrid Cloud Connectivity • Network Security Fundamentals Infrastructure Experience with: • Windows Server • Linux Operating Systems • Virtualization Platforms (VMware / Hyper-V) • Active Directory • Backup Solutions • Monitoring Platforms IT Service Management Knowledge of: • Incident Management • Problem Management • Change Management • Major Incident Management • Service Improvement Processes Required Certifications Candidates should possess at least one Cloud Certification and one Infrastructure/Networking Certification . Cloud Certifications (Required) Any one or more: • Microsoft Certified: Azure Administrator Associate (AZ-104) • Microsoft Certified: Azure Solutions Architect Expert (AZ-305) • AWS Certified Solutions Architect – Associate • AWS Certified SysOps Administrator – Associate • Google Associate Cloud Engineer • Google Professional Cloud Architect Networking Certifications (Preferred) • Cisco Certified Network Associate (CCNA) • Cisco Certified Network Professional (CCNP) • Fortinet NSE / FCP Certifications • Palo Alto Networks Certified Network Security Administrator (PCNSA) Service Management Certifications (Required) • ITIL Foundation v4 • ITIL Managing Professional Preferred Certifications The following certifications will be considered an advantage: • Microsoft Azure Security Engineer (AZ-500) • AWS Security Specialty • Google Professional Cloud Security Engineer • VMware VCP • Certified ScrumMaster (CSM) • PMP (Project Management Professional) Soft Skills • Strong customer engagement and communication skills. • Excellent presentation and stakeholder management abilities. • Analytical and problem-solving mindset. • Ability to remain calm under pressure during critical incidents. • Strong documentation and reporting skills. • Ability to manage multiple priorities across multiple customer accounts. • Collaborative team player with a proactive attitude. Key Success Indicators • High customer satisfaction (CSAT). • Successful management of critical incidents and escalations. • Delivery of proactive recommendations and service improvements. • Quality and timeliness of monthly service reviews. • Contribution to successful RFI/RFP responses. • Effective identification and mitigation of customer risks. • Strong t…