ATI FW: [Jobs] Illinois Job listing from Sungard

[Peter Altschul]

Posting Number: 1906 OR
Posting Date: June 7, 2010
Expiration Date:  September 7, 2010		
				
POSITION:	 	Technical Account Manager

LOCATION:		SunGard Availability Services - Rosemont, IL

REPORTS TO:		Sr. Manager Technical Account Management
	
GRADE / LEVEL: 	78
	
.	Provide technical leadership for SunGard's largest managed services
customers.  The Technical Account Manager will be responsible for direct
customer communication, hands on troubleshooting with other SunGard
engineers, working closely with internal SunGard teams, central operations,
sales and product development.
.	Maintain deep technical knowledge of multiple technologies within a
customer's environment.  This may include network, security, systems
administration and storage management services.
.	  Understanding of original and amended contracts, services
agreement, roles & responsibilities, SLAs, and current invoices.
.	  Develop cost effective, operationally supportable solutions that
meet complex customer requirements and SLAs.   
.	Process improvement initiatives tailored to improve customer
satisfaction with managed services and interaction with the Operations team.
.	Develop and deliver customer presentations that outline environment
capacities and suggested courses of action.  Attend weekly customer meetings
with Sungard project manager to address technical topics.  Utilize the
meetings with client as an opportunity to create an understanding by the
client of SunGard's business or operational plans.  
.	  Plan, document and identify risks and challenges for production
changes that span multiple services or technologies.
.	Aid Sungard's sales and operations teams in the transition of
customers through architectural design-implementation-steady state phases of
the customer life cycle.  
.	Coordinate and oversee the cross functional engineers.  Provide
clear technical documentation and written ISO9001 procedures to ensure other
members of Central Operations can assist in monitoring, troubleshooting and
changing complex customer environments. 
.	Build and maintain relationships with key customer's technical staff
members and with internal stakeholders from sales, customer service and
field operations.
.	Assist Sungard management in developing customized SLAs and SOWs for
one-off technology solutions.
.	Assist in the development of reportable operational metrics within
the Complex Services Delivery team.
.	Perform after-hours technical support as needed - Tier 3 escalation
for advanced troubleshooting and support for complex issues.
.	Travel to customer premise as needed.

Responsibilities:
.	Provide world-class customer support and technical expertise for
SunGard customers.
.	  Provide technical leadership for SunGard's largest managed
services customers.  The Technical Account Manager will be responsible for
direct customer communication, working closely with all other Central
Operations technical teams.
.	Maintain deep technical knowledge of multiple technologies within a
customer's environment.  This may include network, security, systems
administration and storage management services.
.	Develop and deliver customer presentations that outline environment
capacities and suggested courses of action.  Attend weekly customer meetings
with Sungard project manager to address technical topics.  Utilize the
meetings with client as an opportunity to create an understanding by the
client of SunGard's business or operational plans.  
.	Plan, document and identify risks and challenges for production
changes that span multiple services or technologies.
.	   Provide clear technical documentation and written ISO9001
procedures to ensure other members of Central Operations can assist in
monitoring, troubleshooting and changing complex customer environments. 
.	Build and maintain relationships with key customer's technical staff
members and with internal stakeholders from sales, customer service and
field operations.
.	Understanding of original and amended contracts, services agreement,
roles & responsibilities, SLAs, and current invoices.

Aid sales with developing solutions for enterprise level customers.
.	Aid Sungard's sales and operations teams in the transition of
customers from design-implementation-steady state phases of the customer
life cycle.
.	Develop cost effective, operationally supportable solutions that
meet complex customer requirements and SLAs.   
.	Assist Sungard management in developing customized SLAs and SOWs for
one-off technology solutions.

Training and miscellaneous tasks.
.	Assist in the development of reportable operational metrics within
the Complex Services Delivery team.
.	  Perform after-hours technical support as needed.
.	Learn Sungard alert management platforms, functions, and
terminology.
.	Learn related SunGard product offerings.
.	Travel to customer premise as needed.

Requirements:
.	College Degree preferred but will consider applicants with
equivalent work-related experience with a minimum educational requirement of
a H.S. Diploma or GED equivalent.
.	7-10 years industry experience in a senior engineer role, with
exposure to multiple technology areas.  A significant amount of this time
must have been in a hands-on IT service delivery role. 
.	  Experience must include systems, storage administration.
.	Self-starter - have a history of initiating, leading and completing
quality improvement projects
.	  Extensive knowledge of data communication concepts and
technologies is required.
.	  Very strong customer service and communications skills (written
and oral) are required.
.	A history of leading and directing technical staff through crisis
situations.
.	Strong interpersonal skills are a requirement.
.	Adaptable and willing to learn new technologies.
.	   Working knowledge of project management and strong time
management skills are required. 
.	  Must have the ability to effectively work in a team environment,
as well as independently or as a self starter.

Preferred Requirements
.	4 year college degree or equivalent experience. 
.	Technology industry certification(s) (MCSE, CCIE, RHCE, etc)

SUNGARD IS AN EQUAL OPPORTUNITY EMPLOYER, M/F/D/V

Employment is contingent upon successful completion of the background
investigation and pre-employment drug screen.




_______________________________________________
Jobs mailing list
Jobs at nfbnet.org
http://www.nfbnet.org/mailman/listinfo/jobs_nfbnet.org
To unsubscribe, change your list options or get your account info for Jobs:
http://www.nfbnet.org/mailman/options/jobs_nfbnet.org/paltschul%40centurytel
.net