Technical Account Manager

Open Innovation AI; Abu Dhabi; In loco; AED 300.000 - 520.000; Tempo pieno

Descrizione del lavoro

Open Innovation AI in Abu Dhabi is seeking a Technical Account Manager to own day-to-day service delivery for key customers. You will coordinate with L1–L3 teams, manage incidents and changes, and produce clear customer-facing updates and reports.

The role emphasizes ownership, technical judgment, and calm, predictable operations with strong English communication. Prior ITIL and networking/Kubernetes knowledge are highly valued.

Competenze

• 5+ years in technical account management or related field.
• Strong ITSM discipline with Jira experience.
• ITIL knowledge with Change Advisory Board experience.
• Networking, storage, compute, virtualization and Kubernetes knowledge.
• Excellent English communication and customer-facing skills.
• Ability to coordinate cross-functional teams without direct authority.

Mansioni

• Review all open tickets daily with status, owner, ETA.
• Coordinate with L1–L3, Delivery, and Product for resolutions.
• Serve as operational contact and escalate major incidents as needed.
• Prepare weekly and monthly service reports for customers and management.
• Lead operational reviews and participate in CAB meetings.
• Drive tickets to closure with clear next actions and owners.

Conoscenze

ITSM discipline

Jira

Customer-facing communication

Coordination and follow-through

English fluency

Formazione

ITIL Foundation certification or higher

Strumenti

Jira

ITSM tools

Descrizione del lavoro

Open Innovation AI is a global technology company that specializes in developing advanced solutions for managing AI workloads. Its flagship product, the Open Innovation Cluster Manager (OICM), orchestrates complex AI tasks efficiently across diverse infrastructures. The platform is hardware-agnostic, optimized for various GPUs and accelerators hardware, and facilitates seamless integration and scalability for enterprise AI applications. Open Innovation AI focuses on optimizing and simplifying AI workload management and making AI technologies accessible to organizations of all sizes. With its innovative solutions, companies can reduce operational costs, accelerate time to value, and maximize their return on investment, ensuring that their AI strategies contribute directly to enhanced business outcomes.

Role Overview:

The Technical Account Manager owns the day to day technical service delivery and support governance of Open Innovation's key customer accounts, making sure every incident, service request, change, and risk is tracked, followed up, and communicated to the customer through to resolution. This is the single operational point of ownership sitting between the customer and Open Innovation's L1, L2, L3, Delivery, and Product teams: the person who knows the status of every open ticket or customer request, drives engineers and developers for a clear next action and ETA, and represents Open Innovation in operational reviews and change meetings. It is a senior individual-contributor role: the holder leads through coordination, technical judgement, and the standards they set, without direct line-management authority over the teams involved. The holder must have working knowledge of networking, storage, compute infrastructure and applications to understand platform incidents, application issues, logs, priorities and change risk and to challenge technical explanations. Success is customers experiencing calm, predictable, well-communicated operations, with escalations reaching the Technical Operations Manager only when a genuine management decision is required.

• Review all open tickets across the assigned key customer accounts daily, ensuring every incident and service request has a current status, a named owner, a clear next step, and a realistic ETA.
• Follow up with L1, L2, L3, and Product teams for resolution progress and realistic ETAs, asking informed technical questions to clarify impact, evidence, blockers and next actions, and turn their updates into clear, customer-ready Jira updates.
• Act as the operational point of contact for the assigned key customer accounts, handling written and in-person communication, expectation-setting, and escalations.
• Act as the customer communication owner for major incidents: be notified immediately of all P1 and P2 incidents that require urgent action, and keep the customer updated with clear, timely status through to resolution.
• Prepare and own the weekly and monthly service reports and dashboards covering service availability, ticket status (P1 to P4), incidents, changes, risks, and recurring issues.
• Run and prepare the operational service review meetings and weekly operations syncs with customers.
• Hold regular checkin calls and meetings with the assigned customers to understand their current needs, confirm the service is meeting expectations, and capture any new requests or problems they want raised, logging them as tickets so nothing is missed.
• Attend the operational Change Advisory Board (CAB) and change meetings for the assigned customers, understanding planned changes and their risk to platform availability.
• Track open incidents, service requests, risks, and actions to closure, coordinating across L1 Service Desk, L2 SRE, L3, Delivery, and Product to keep them moving.
• Identify stuck or high-risk tickets early and escalates them, with context and a recommended action, to the Technical Operations Manager.
• Maintain Jira and ITSM hygiene and documentation so that ticket history, ownership, and next actions stay accurate and auditable.
• Track recurring issues and improvement actions, and drive problem management so the same incidents stop coming back.

Qualification, Experience, Competence and Certifications

• 5 to 8 or more years in technical account management, technical support, service delivery, service management, or managed services, ideally supporting enterprise or key customer accounts.
• Strong ITSM discipline and hands-on command of Jira or an equivalent ITSM tool, including ticket hygiene, reporting, and workflow.
• Working understanding of ITIL service management (Incident, Problem, Change, Service Request), with practical experience running or participating in Change Advisory Boards.
• Mandatory working knowledge of networking (DNS, routing, firewalls, load balancing and TLS), storage, compute infrastructure, virtualisation and Kubernetes. Must be able to scope incidents, understand dependencies and change risk, and challenge engineers on evidence, next action, ETA and blockers. Deep hands-on engineering is not required.
• Ability to learn Open Innovation's AI Platform and model-serving stack and discuss them at a working level.
• Strong customer-facing communication skills, with a track record of running operational reviews, managing expectations, and handling escalations directly.
• Proven ability to prepare and own clear weekly and monthly service reports for both a technical and a customer audience.
• Excellent coordination and follow-through, comfortable driving L2, L3, Delivery, and Product teams toward resolution without direct authority over them.
• Fluent written and spoken English.

Preferred

• Experience with GPU infrastructure, HPC or AI platforms is a strong advantage.
• ITIL Foundation certification or higher.
• Experience in a service delivery or technical account management role for high-security or regulated customer environments.
• Working knowledge of Arabic.

Manages:

• Individual-contributor role with no direct reports and coordinates and holds to account the L1 Service Desk, L2 SRE, L3, Delivery, and Product teams for the assigned key customer accounts.