Senior Technical Account Specialist (Fixed Term Contract)

NTT DATA, Inc.; Petaling Jaya; Hybrid; MYR 134,000 - 190,000; Full time

Job summary

NTT DATA, Inc. in Malaysia is seeking a seasoned Technical Account Manager to act as trusted advisor across enterprise accounts. You will guide cloud, networking, and infrastructure strategies, coordinate incident management, and drive service improvements.

You will collaborate with Solution Architects and Sales, deliver technical RFI/RFP support, and maintain technology roadmaps while ensuring SLA commitments in a hybrid working environment.

Qualifications

• Bachelor's degree in information technology, computer science, engineering, telecommunications, or related field.
• 5–8 years of experience in technical account management, cloud engineering, or related areas.
• Experience with Azure, AWS or GCP and customer-facing roles.
• Experience managing technical incidents and escalations.

Responsibilities

• Act as a trusted technical advisor across multiple customer accounts.
• Develop customer relationships and understand business and technical objectives.
• Provide strategic guidance on cloud, infrastructure, networking, and operations.
• Lead incident management and RCA activities, ensuring SLA adherence.
• Review networks, security, and hybrid/multi-cloud designs for resiliency.
• Support RFI/RFP responses and collaborate with Architects and Sales.
• Conduct monthly service reviews and drive continual service improvements.

Skills

Technical Account Management

Cloud Engineering

Infrastructure Operations

Network Engineering

Service Delivery Management

Public Cloud (Azure/AWS/GCP)

Stakeholder Management

Education

Bachelor's Degree in IT/CS/Engineering/Telecommunications

Tools

Azure

AWS

GCP

VMware/Hyper‑V

ITIL/ITSM tools

Job description

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Key Responsibilities

Technical Account Management

• Act as a trusted technical advisor across multiple customer accounts.
• Develop strong customer relationships and understand business and technical objectives.
• Provide strategic guidance on cloud, infrastructure, networking, and operational best practices.
• Present technical recommendations to customer stakeholders and management teams.

Incident & Major Incident Management

• Lead technical coordination during critical incidents and Major Incidents (MI).
• Facilitate bridge calls and stakeholder communications.
• Drive service restoration activities with internal and external teams.
• Lead Root Cause Analysis (RCA) and follow-up action tracking.
• Ensure compliance with service level agreements (SLAs).

Cloud & Infrastructure Advisory

• Assess customer Azure, AWS, and GCP environments.
• Identify performance, scalability, availability, and security improvement opportunities.
• Review infrastructure utilization and operational health.
• Recommend cloud modernization and transformation initiatives.

Networking & Infrastructure Assessments

• Review customer network architecture and connectivity.
• Analyze LAN, WAN, VPN, Internet, SD-WAN, and Cloud Networking environments.
• Identify operational risks and recommend resiliency improvements.
• Support hybrid cloud and multi-cloud network designs.

Technology Roadmap & Service Improvement

• Develop and maintain customer technology roadmaps.
• Recommend automation, optimization, and modernization initiatives.
• Drive continual service improvement programs.
• Identify and track operational risks and technical debt.

RFI / RFP Technical Advisory

• Support technical responses for RFI and RFP opportunities.
• Review customer requirements and identify solution gaps.
• Work closely with Solution Architects and Sales teams on solution design.
• Provide technical effort estimations and feasibility assessments.
• Participate in customer technical workshops and proposal presentations.

Service Governance

• Conduct Monthly Service Reviews (MSR).
• Present service performance, trends, and recommendations.
• Maintain risk registers and improvement action plans.
• Drive customer satisfaction and service excellence.

Required Qualifications

Education

• Bachelor's Degree in Information Technology, Computer Science, Engineering, Telecommunications, or related disciplines.

Required Experience

• Minimum 5 to 8 years of experience in one or more of the following:
• Technical Account Management
• Cloud Engineering
• Infrastructure Operations
• Network Engineering
• Service Delivery Management
• Managed Services
• Experience supporting enterprise customers.
• Experience managing technical incidents and escalations.
• Experience with public cloud platforms (Azure, AWS, or GCP).
• Experience working in customer-facing roles.

Technical Skills Cloud Technologies

Knowledge of one or more:

• Microsoft Azure
• Amazon Web Services (AWS)
• Google Cloud Platform (GCP)

Key areas:

• Compute
• Storage
• Networking
• Identity & Access Management
• Backup & Disaster Recovery
• Monitoring & Observability
• Security Fundamentals

Networking

Strong understanding of:

• TCP/IP
• DNS
• DHCP
• Routing & Switching
• VPN Technologies
• Firewalls
• Load Balancers
• SD-WAN
• Hybrid Cloud Connectivity
• Network Security Fundamentals

Infrastructure

Experience with:

• Windows Server
• Linux Operating Systems
• Virtualization Platforms (VMware / Hyper‑V)
• Active Directory
• Backup Solutions
• Monitoring Platforms

IT Service Management

Knowledge of:

• Incident Management
• Problem Management
• Change Management
• Major Incident Management
• Service Improvement Processes

Required Certifications

Candidates should possess at least one Cloud Certification and one Infrastructure/Networking Certification.

Cloud Certifications (Required)

Any one or more:

• Microsoft Certified: Azure Administrator Associate (AZ-104)
• Microsoft Certified: Azure Solutions Architect Expert (AZ-305)
• AWS Certified Solutions Architect – Associate
• AWS Certified SysOps Administrator – Associate
• Google Associate Cloud Engineer
• Google Professional Cloud Architect

Networking Certifications (Preferred)

• Cisco Certified Network Associate (CCNA)
• Cisco Certified Network Professional (CCNP)
• Fortinet NSE / FCP Certifications
• Palo Alto Networks Certified Network Security Administrator (PCNSA)

Service Management Certifications (Required)

• ITIL Foundation v4
• ITIL Managing Professional

Preferred Certifications

The following certifications will be considered an advantage:

• Microsoft Azure Security Engineer (AZ-500)
• AWS Security Specialty
• Google Professional Cloud Security Engineer
• VMware VCP
• Certified ScrumMaster (CSM)
• PMP (Project Management Professional)

Soft Skills

• Strong customer engagement and communication skills.
• Excellent presentation and stakeholder management abilities.
• Analytical and problem-solving mindset.
• Ability to remain calm under pressure during critical incidents.
• Strong documentation and reporting skills.
• Ability to manage multiple priorities across multiple customer accounts.
• Collaborative team player with a proactive attitude.

Key Success Indicators

• High customer satisfaction (CSAT).
• Successful management of critical incidents and escalations.
• Delivery of proactive recommendations and service improvements.
• Quality and timeliness of monthly service reviews.
• Contribution to successful RFI/RFP responses.
• Effective identification and mitigation of customer risks.
• Strong technical advisory and roadmap planning capabilities.

Why Join Us?

• Exposure to diverse enterprise environments and technologies.
• Opportunity to work across Azure, AWS, GCP, Networking, and Infrastructure domains.
• Customer-facing advisory role with strong career growth potential.
• Collaborative and innovative technology environment.
• Opportunity to influence cloud transformation and modernization initiatives for leading organizations.

Workplace type

Hybrid Working

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100.

We are committed to accelerating client success and positively impacting society through responsible innovation.

We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services.

Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future.

As a Global Top Employer, we have experts in more than 70 countries.

We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners.

NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us.