Technical Account Specialist

NTT DATA, Inc.; Petaling Jaya; On-site; MYR 180,000 - 240,000; Full time

Job summary

NTT DATA, Inc. is seeking a Technical Account Specialist in Malaysia to manage the technical relationship with clients and deliver superior service. The role acts as the trusted advisor, coordinating with the service operations team to ensure high availability and optimal client experience.

Strong problem-solving and automation coding skills are essential to identify opportunities and drive value. You will participate in monthly technical reviews, document root causes and work across diverse

Qualifications

• Experience diagnosing and troubleshooting in TAC within a global IT organization.
• Familiarity with management agents, redundancy concepts and remote console architecture.
• Experience coding / development for general automation.

Responsibilities

• Manage all technical aspects of client relationships and serve as trusted advisor.
• Deliver high-quality technical service and improve client satisfaction.
• Lead monthly technical reviews and coordinate with service operations teams.
• Identify opportunities, upsell where appropriate and document root causes.
• Analyze impact of technical changes and strive to reduce incidents.

Skills

Stakeholder management

Client service orientation

Communication skills

Active listening

Technical problem solving

Automation coding

Education

Bachelor's degree in 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

• Understands 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

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.