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Technical Account Manager

Job ID: 195854
Location: WASHINGTON DC, DC, United States
Date Posted: Oct 21, 2019
Category: Information Technology
Subcategory: Bus Proc Analyst
Schedule: Full-time
Shift: Day Job
Travel: Yes, 10 % of the Time
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Teleworking: No

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Job Description

Description

The Technical Account Manager supports our Data Center Infrastructure Operations and Maintenance (O&M) team to provide high quality, always on IT environments and solutions that support our customer’s data center hosting technology, application support, cyber security, data management, and other services.  Operating within an industry best-practice IT Service Management framework, the Technical Account Manager acts as the liaison representative with responsibility for coordinating and planning with vendors and OEM of data center infrastructure hardware (e.g., mainframes, servers, cloud services, data center network, SAN storage, security vulnerability management, backup/restore, messaging, database engineering and administration) and/or software (e.g., virtualization, operating systems, middleware, applications support, IT management tools) and multi-vendor systems at customer sites. 

 

This is a customer facing position requiring collaboration, coordination, and business process analysis skills to work with customers and application owners in order to identify areas requiring vendor product interaction with current data center infrastructure scope and support Demand and Capacity Management activities.  This position provides feedback and customer support regarding data center product solutions and/or problems, which may require product exchanges or more complex problem solving.  Prepares and conducts special reports and presentations pertinent to vendor relationships and services.

 

Principal Duties and Experience

·       Fundamental knowledge of business operations, data center operations and infrastructure supporting a mixed operating environment of Microsoft, Linux/Solaris and mainframe hosting and an application environment supporting Microsoft, Oracle, Informatica and SAP based applications.

·       Coordinate and manage a diverse and complex scope of data center infrastructure support issues to resolution across multiple environments.

·       Assess and address customer concerns, risks and needs and recommending the appropriate service offerings to proactively address requirements.

·       Establish and maintain working relationships with internal support delivery teams, customer support teams, multiple project teams, customer contracts and materiel representatives.

  

Qualifications

  • Bachelor’s degree and nine (9) years or more relevant experience; Masters and seven (7) years or more relevant experience.
  • Must have 4 years in an IT Coordination or Business Analyst type role.
  • Experience planning and supporting data center infrastructure IT operations and maintenance (e.g., Windows and Linux servers, cloud services, data center networks, virtualization, SAN storage, middleware, security vulnerability management, backup/restore, messaging, database engineering and administration) within an ITIL framework.
  • Significant experience coordinating and managing a diverse and complex scope of support issues to resolution across multiple environments.
  • Experience accessing and addressing customer concerns, risks and needs and recommending the appropriate service offerings to proactively address requirements.
  • Experience establishing and maintaining working relationships with internal support delivery teams, customer support teams, multiple project teams, customer contracts and materiel representatives. 
  •  

Desired Qualifications

 ITIL Foundations Certification

Overview

SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability

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