Technical Account Manager (TAM)

Redington Group; Hyderabad; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Redington is seeking a Technical Account Manager (TAM) to join our Hyderabad team. You will be the primary technical contact for customers, driving onboarding, relationship management, and proactive cloud adoption initiatives.

You will coordinate incidents with AWS and Redington teams, conduct monthly governance reviews, and provide advisory on security, cost optimization, performance, and modernization, while documenting value and outcomes for clients.

Responsibilities

• Customer Onboarding & Relationship Management: Introduce the customer to the support model, escalation process, and service offerings.
• Understand the customer's business goals and cloud strategy.
• Act as the primary technical point of contact.
• Build strong relationships with customer stakeholders.
• Conduct regular customer review meetings.
• Incident & Escalation Management: Create a communication channel (WhatsApp group) with customer, partner, and Redington teams.
• Ensure timely response and coordination for incidents and support requests (Along with our MS PLES Team members).
• Manage critical escalations and keep customers updated until resolution.
• Coordinate with AWS and internal SMEs for faster issue resolution.
• Ensure RCA and action items are completed for major incidents.
• Operational Governance: Conduct monthly service review meetings.
• Review support trends, operational health, security posture, and risks.
• Maintain regular engagement with customers through meetings and reports.
• Identify risks proactively and drive mitigation plans.
• Proactive Advisory Services: Recommend improvements in: Security, Cost Optimization (FinOps), Performance, Architecture Modernization, AWS Best Practices.
• Inform customers about relevant AWS service updates and new features.
• Help customers adopt new services and capabilities.
• Share Technical Advisory (TA) reports with the customer every month, including findings, recommendations, and action items.
• Customer Advocacy: Represent customer requirements within AWS and Redington.
• Bring the right teams together to address customer concerns.
• Track customer feedback and ensure follow-up actions are completed.
• Escalate customer challenges internally when required.
• Documentation & Reporting: Maintain and regularly update: Customer Profile, Stakeholder Information, AWS Environment Details, Open Risks and Action Items, Support Cases and Incidents, Security and Architecture Improvements, Customer Feedback, Value Delivered and Outcomes.
• Value Delivery: Track and showcase measurable business value such as Cost Savings, Security Improvements, Risk Reduction, Automation Benefits, Operational Improvements, Business Outcomes.
• TAM Operating Model: Understand Monitor Anticipate Engage Solve Document Measure; This ensures TAMs proactively support customers, prevent issues, improve cloud adoption, and demonstrate business value.
• Key Expectations from a TAM: Be the trusted advisor for the customer, Maintain regular customer engagement, Drive proactive improvements, Coordinate escalations and ensure timely resolution, Demonstrate measurable value from Managed Services and AWS investments.

Job description

Redington is Technical Account Manager (TAM) - Hyderabad Location.

TAM Roles & Responsibilities

1. Customer Onboarding & Relationship Management

• Introduce the customer to the support model, escalation process, and service offerings.
• Understand the customer's business goals and cloud strategy.
• Act as the primary technical point of contact.
• Build strong relationships with customer stakeholders.
• Conduct regular customer review meetings.

2. Incident & Escalation Management

• Create a communication channel (WhatsApp group) with customer, partner, and Redington teams.
• Ensure timely response and coordination for incidents and support requests (Along with our MS PLES Team members).
• Manage critical escalations and keep customers updated until resolution.
• Coordinate with AWS and internal SMEs for faster issue resolution.
• Ensure RCA and action items are completed for major incidents.

3. Operational Governance

• Conduct monthly service review meetings.
• Review support trends, operational health, security posture, and risks.
• Maintain regular engagement with customers through meetings and reports.
• Identify risks proactively and drive mitigation plans.

4. Proactive Advisory Services

• Recommend improvements in:
• Security
• Cost Optimization (FinOps)
• Performance
• Architecture Modernization
• AWS Best Practices
• Inform customers about relevant AWS service updates and new features.
• Help customers adopt new services and capabilities.
• Share Technical Advisory (TA) reports with the customer every month, including findings, recommendations, and action items.

5. Customer Advocacy

• Represent customer requirements within AWS and Redington.
• Bring the right teams together to address customer concerns.
• Track customer feedback and ensure follow-up actions are completed.
• Escalate customer challenges internally when required.

6. Documentation & Reporting

Maintain and regularly update:

• Customer Profile
• Stakeholder Information
• AWS Environment Details
• Open Risks and Action Items
• Support Cases and Incidents
• Security and Architecture Improvements
• Customer Feedback
• Value Delivered and Outcomes

7. Value Delivery

Track and showcase measurable business value such as:

• Cost Savings
• Security Improvements
• Risk Reduction
• Automation Benefits
• Operational Improvements
• Business Outcomes

TAM Operating Model

Understand Monitor Anticipate Engage Solve Document Measure

This ensures TAMs proactively support customers, prevent issues, improve cloud adoption, and demonstrate business value.

Key Expectations from a TAM

• Be the trusted advisor for the customer.
• Maintain regular customer engagement.
• Drive proactive improvements, not just reactive support.
• Coordinate escalations and ensure timely resolution.
• Demonstrate measurable value from Managed Services and AWS investments.

About Redington:

Redington Limited is one of the worlds leading technology ecosystem orchestrators; a Fortune 500ranked enterprise, Redington helps businesses bridge the gap between Innovation and real-world impact, across regions, industries and emerging technologies. Guided by our Unlock Next philosophy, we enable companies; and people; to move forward with speed, confidence, and purpose.

As a global organization listed on Indias premier exchanges (NSE: REDINGTON; BSE: 532805), we operate at the intersection of Technology, Innovation, and Market transformation. Our portfolio spans IT/ITeS, Telecom, Lifestyle, 3D Printing, Digital Printing, and Solar; delivering end-to-end solutions that touch every part of the tech value chain, from distribution to deployment.