Technical Account Manager

The Technical Account Manager is an important leadership role operating as the Technical Lead within Account Teams for our key Managed Services customers. In this role you will be responsible for governance and leadership, ensuring contractual requirements are met and we deliver an excellent service.

You will be accountable for the service health and its improvement through continual technical innovation, lifecycle management and technology roadmap.

Through high quality Communication and collaboration with your customer and internal stakeholders, you will drive change to existing solutions and bring in new innovations. You must be able to articulate and demonstrate constantly to the customer the value of your role and the service we provide.

Accountable Technical Manager for allocated customers

• Problem Management: Root cause analysis and tracking outcome success to prevent recurring incidents.
• Change Management: risk assessment, suitability, progress and change calendar
• Capacity management: oversight & recommendations, tracking follow up
• Infrastructure Availability management: oversight and tracking. Infrastructure health, resilience, maintenance cover
• Service Availability: Understanding infrastructure dependencies & customer needs. Maintain a Component Fault Impact Analysis, documenting and acting on risks.
• Maintain a record of SSL certificates and customer domain registrations: Providers and expiry dates, ensure these are robustly managed.
• Monitoring of all Services: adherence to 100% device, service and endpoint coverage. Manage thresholds and ensure the monitoring if fit to deliver maximum proactivity on behalf of the customer.
• Patch Management: Tracking all infrastructure patching, ensuring it meets contractual obligations, driving remediation of shortfalls and working with all stakeholders to deliver emergency change.
• Security Health: Track and scope CVE and vendor recommendations, ensure compliance is maintained or risks recorded.
• Disaster Recovery: Planning and scheduling regular tests, resolving any issues identified.

You will be expected to act as a point of escalation, including participation on an out of hours rota.

Reporting Service Health and our value (internally and externally)

• Technical Capacity and Governance report: Produce and present reports and dashboards to show technical status, and capacity of supported environment.  Include forecasting and trend analysis.
• Service Review Meetings: Regular attendance with account team to provide technical input and analysis.
• Monitoring: Use reporting and dashboards to reduce incidents and drive improvements through identification of trends before they become critical.
• Patch management: Evidence compliance with agreed patching schedule for each technology supported by Advanced for the customer. 
• Security: Ensure security policy compliance is adhered to by reporting on patching levels against vendor and CVE recommendations.
• SIP/CSIP: Identify and log opportunities for CSIP tracker and be responsible for technical activity to deliver improvement.
• Operational Risk Register: Own and maintain Operational Risk Register ensuring internal and customer stake holders are appraised regularly of risks and your plans for mitigation.

Technical Roadmap and Innovation

• Lifecycle, Roadmap & Strategy: Input into customers IT strategy, whilst using your own experience and knowledge of the account, including data within SIP/CSIP and input from other stakeholders.  Own roadmap, review at least quarterly.
• Projects: Engage with presales at early stage in solution design stage. Give guidance on customer specific requirements and needs.
• Small works: Scoping small works, ensuring suitability for the customer.

System Documentation

• Projects: Ensure documentation standards are met for new services.
• Technical Design Document: create, update, review at least quarterly.
• Runbooks: ensure support teams have adequate documentation to allow them to operate effectively in BAU or during a DR event.

• Excellent communication verbal and written, being able to operate at all levels and articulate messages to a variety of different audiences.
• Effective time management skills, ability to multitask and prioritise under pressure.
• Excellent problem-solving skills and ability to devise and implement strategies beneficial to Advanced and our clients.
• Be self-motivated, tenacious, disciplined, enthusiastic and resilient.
• Understanding of good practices to drive standard, repeatable deployment processes and procedures with experience of automating, scripting, and streamlining processes for efficiency and accuracy, using tooling such as PowerShell.
• Highly experienced in producing and analysing reports across a number of different disciplines (both technical and operational) from a variety of different sources.
• Experience providing technical leadership and guidance to others.
• Good knowledge around networks and security. Ideally from a Networking background.
• Demonstrable experience of infrastructure management and use of a range of tooling.
• Good knowledge of Microsoft Active Directory domains
• Experience with virtualisation technologies, such as VMWare vSphere and ESX
• Good understanding of Azure.
• Working knowledge of Incident, Problem and Change Management within the ITIL framework.
• Capability to project manage in an informal capacity; able to apply appropriate project methodology to plan, execute and report on work in a structured way.

Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral

• Annual Leave – 25 days of annual leave, plus public holidays and the ability to buy additional days
• Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7 through Care First
• Endometriosis Friendly Employer - We are proud to confirm our commitment to developing an environment and culture that allows those with endometriosis to thrive in the workplace

Personal Growth - Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally

• Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go
• Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success

Financial wellbeing - We understand as well as your mental wellbeing, your financial wellbeing is really important

• Pension Scheme – Our plan with Scottish Widows offers 5% matched contribution by the company
• Income protection insurance – Providing you with support and assistance when you need it most

Recognition – Highlighting and rewarding the great work our people do

• Values Awards – Our quarterly employee-driven initiative to highlight and reward the people in the organisation who embody our values the most
• Clear Review – Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self

Making a Difference – we provide opportunities to help our people make a difference to the causes they care about

• MatchIt! – Fundraise for a cause close to your heart and Advanced will match part of the funding
• Volunteering Time – Our volunteering leave scheme allows you to use your time to help those who need it
• Pennies from Heaven – donate the pennies from your pay check to help make a difference without lifting a finger

Advanced is one of the UK's largest software and services company, and our products sit at the heart of some of the country’s best-known businesses. Come and be part of a team of people who power the world of work through technology across legal, education, health and social care. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. As an inclusive employer, we know that diversity means success and innovation. We want our colleague community to reflect those of our customers we serve and the societal impact we make. Being inclusive is part of our DNA and we strive to deliver a culture where you can truly be yourself.