Technical Account Specialist

NTT Limited; Petaling Jaya; On-site; MYR 90,000 - 130,000; Full time

Job summary

NTT DATA is hiring a Technical Account Specialist to manage all technical aspects of client relationships. You will act as the client’s trusted advisor, delivering top-tier technical service and strengthening satisfaction across the service delivery lifecycle.

Key responsibilities include monitoring support needs, troubleshooting issues, leading technical reviews, and identifying opportunities to improve availability and value. On-site workplace in Malaysia with global reach.

Qualifications

• Bachelor’s degree in IT/Computing or related field
• ITIL certification highly desirable
• Experience diagnosing and troubleshooting in TAC within a global IT organization

Responsibilities

• Understand client operations, monitor support needs, troubleshoot issues
• Provide high-level technical knowledge, support and services to the client
• Lead monthly technical reviews with the client and coordinate with service teams
• Identify upsell opportunities based on client needs
• Analyze impact of technical changes on client environment
• Drive improvements in availability and MTTR and reduce incident volume

Skills

Interpersonal skills

Client service orientation

Verbal & written communication

Planning & project management

Resilience under pressure

Active listening

Adaptability

Client-focused delivery

Technology curiosities / learning

Automation coding

Education

Bachelor’s degree IT/Computing

ITIL certification desirable

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.

Your day at NTT DATA

The Technical Account Specialist is a seasoned subject matter expert, responsible for managing all the technical aspects of the company’s relationship with its clients. This role acts as the client’s trusted advisor and is responsible to deliver the ultimate client experience by providing the highest quality of technical service. The primary objective of this role is to strengthen the client relationship and increase client satisfaction in the overall technical experience that the organization has rendered from a service delivery perspective.

Key responsibilities

• Understandes the client's operations, monitor and track their support needs and service requests, troubleshoot issues and identify opportunities to improve availability.
• Provides the highest level of technical knowledge, support, and services to the client.
• Takes accountability for the overall technical responsibility for a proposed services solution and work closely with the service operations team in service delivery.
• Identifies new opportunities based on technical understanding of the client’s needs.
• Shares insights of the client’s environment with the Client Manager, Client Success Manager and/ or Service Architect and contribute to upselling.
• Improves mean-time-to-repair, aid future downtime avoidance, and get support to help extract the maximum value out of the client’s covered assets.
• Improves overall service performance through reduction in incident volume and incident resolution time.
• Leads and ensures root cause analysis of the problem is performed and documented in the problem ticket.
• Analyzes the impact of technical changes made to the client’s environment.
• Schedules and chairs the monthly technical review with the client.
• Works on problems of diverse scope where analysis of information requires evaluation of identifiable factors.
• Resolves and assesses a wide range of issues in creative ways and suggests variations in approach.
• Performs any other related task as required.

To thrive in this role, you need to have

• Seasoned interpersonal skills with the ability to develop and maintain solid stakeholder relationships.
• Excellent client service orientation and passion for achieving or exceeding expectations.
• Excellent written and verbal communication skills.
• Ability to plan activities and projects well in advance and takes into account possible changing circumstances.
• Ability to maintain a positive outlook at work whilst working in a pressurized environment.
• Ability to work hard and put in longer hours when it is necessary.
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
• Ability to adapt to changing circumstances.
• Ability to place clients at the forefront of all interactions, understanding their requirements, and create a positive client experience throughout the total client journey.
• Avid learner of new technologies and current expertise in various technology areas of IT.
• Ability to code / develop for general automation.

Academic qualifications and certifications

Bachelor’s degree or relevant in Information Technology/Computing, or related field. ITIL certification is highly desirable.

Required experience

• Seasoned demonstrated experience required in diagnosis and troubleshooting, handling TAC, and technical documentation in a Technical Account Manager role gained within a global IT organization.
• Seasoned demonstrated experience in management agent, redundancy concepts, remote console architecture, and products within the supported technical domain.
• Seasoned experience in coding / development for general automation.

Workplace type: On-site 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.

We employ 40,000 people across 57 countries. By bringing together the world’s best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it’s key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future. You’ll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!