CenturyLink Technical Account Manager in Town And Country, Missouri

CenturyLink (NYSE: CTL) at http://www.centurylink.com is a global communications and IT services company focused on connecting its customers to the power of the digital world. CenturyLink offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. The company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Visit CenturyLink at http://www.centurylink.com/ for more information.

Technical Account Manager

The CenturyLink Technical Account Manager (TAM) is an advocate and trusted advisor providing customers with operational guidance and management over their managed hosting and/or cloud environment. Through building a strong customer relationship, TAM’s gains an understanding of their customer’s operational needs and ensure that managed services align with meeting those needs. Providing operational governance over their customer’s environment, the TAM manages incidents to resolution, follows up with root cause analysis through problem management, corrective action plan development, and is responsible for remediating, documenting, and implementing processes that create efficiency and deliver exceptional experiences to their customers.

Job Responsibilities

  • Acquire an intimate understanding of customer’s managed hosting and/or cloud environment and the internal or partner services providing support

  • Complete analyses and present weekly reviews of operational performance to customer

  • Identify opportunities for process improvement to address operational inefficiencies through metrics and reporting

  • Manages all customer changes to ensure that no unnecessary changes are made, communicates changes to the customer, and ensures changes are properly documented for ongoing support

  • Lead operational staff to meet and or exceed defined SLAs and SLOs

  • Set priorities and drive engineering teams to deliver projects within defined timelines

  • Troubleshoot technical issues with engineering teams and drive issue escalation within partner service support teams if necessary

  • Maintain and improve customer satisfaction ratings

  • 24x7 on-call rotation for Priority 1 services disruptions

Required Skills

  • Strong communication skills

  • Strong customer focus, sense of accountability, ownership, and drive

  • Must hold certifications for AWS (minimum of Solutions Architect – Associate) or Azure (MCSA Cloud Platform)

  • Significant experience with AWS, Azure, or Google Cloud service offerings

  • Comprehensive and working knowledge of Network and Hosting data center architecture (WAN Technologies, Hosted Area Network Technologies, Load Balancing Technologies, Security Technologies, Compute and OS architectures, Web Application Technologies, and Database (MS SQL, MYSQL, Oracle).

  • Demonstrated ability to adapt to new technologies and learn quickly

  • Experience working directly with Enterprise customers

Education

Four Year college degree in Computer Science with 6-8 years IT experience or 10+ years of experience in Information Technology and Services.

Alternate Location: US-Missouri-Town And Country

Requisition # : 198325

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/

EEO Statement

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.