Technical Account Manager (TAM) — Bases de Dados

Claranet Portugal; Lisboa; Sur place; EUR 42 000 - 58 000; Plein temps

Résumé du poste

Claranet Portugal is seeking a Technical Account Manager (TAM) for databases to join our team in Lisbon or Porto. You will act as the technical contact for database issues and coordinate with the DBA, infrastructure and support teams.

You will work with IBM Informix environments, monitor metrics, lead service reviews, manage incidents and changes, and ensure SLA compliance. Strong SQL skills and ITIL familiarity are required, with technical English.

Qualifications

• Experience in database administration, support or operations.
• Strong knowledge of IBM Informix: architecture, instances, databases, backups and troubleshooting.
• Ability to interpret metrics, logs and performance symptoms and coordinate with specialists.
• Knowledge of SQL and operating systems relevant to the environments.
• Familiarity with ITIL processes (incident, problem and change management).
• Experience managing technical relationships with clients or coordinating IT services.
• Bachelor-level degree or solid technical experience.
• Technical English.

Responsabilités

• Serve as the technical point of contact for the client on database issues and related services.
• Understand the architecture and operational context of Informix environments and dependencies.
• Communicate status, impact, risks, dependencies, and next steps clearly to technical and non-technical audiences.
• Prepare and lead service meetings, periodic reviews, and follow-up actions.
• Track incidents, issues, changes, and service requests with cross-team coordination.
• Support change management and communications around planned interventions and maintenance windows.
• Monitor service metrics, incident trends and action plans to ensure SLA compliance.
• Keep technical and operational documentation up to date.

Connaissances

DB Administration

Client relationship

Technical English

SQL Skills

ITIL knowledge

Incident management

Capacity planning

Disaster recovery

Scripting

OS Knowledge

Formation

Bachelor's degree or equivalent

Outils

IBM Informix

Description du poste

We're fast learners, hard workers, natural collaborators... and we Make Modern Happen!

Our ambition is to unlock the potential of our digital world so that organisations everywhere can innovate and thrive securely.

We aim to achieve this goal by bringing together the world’s most talented people and the most powerful technologies, combining them to address our customers' challenges and to build something stronger together.

Right now, we are looking for a Technical Account Manager (TAM) — Bases de Dados to integrate our internal team, based in Lisbon or Porto.

Your responsibilities include:

• Serve as the technical point of contact for the client on issues related to databases and associated services;
• Understand the architecture and operational context of the client’s Informix environments - instances, databases, application dependencies, and infrastructure dependencies;
• Communicate status, impact, risks, dependencies, and next steps clearly and in a timely manner, tailoring the message to both technical and non-technical audiences;
• Prepare and lead service meetings, periodic reviews, and follow-up on agreed-upon actions;
• Track incidents, issues, changes, and service requests, coordinating with the DBA, infrastructure, networking, applications, and support teams;
• Support change management and communication regarding planned interventions, including maintenance windows and impact on production;
• Monitor service metrics, incident trends, and action plans, ensuring compliance with contractual SLAs;
• Internally escape situations that require management decisions or specialized intervention;
• Identify operational risks and opportunities for improvement, and forward recommendations for technical validation;
• Support capacity planning, business continuity, backup, and disaster recovery efforts, in coordination with the relevant specialists;
• Keep technical and operational documentation up to date, including contact information, dependencies, and agreed-upon procedures.

You must have:

• Professional experience in database administration, support, or operations;
• Solid knowledge of IBM Informix: architecture, instances, databases, operational routines, monitoring, backups, and initial troubleshooting;
• Ability to interpret metrics, logs, and performance symptoms, and to coordinate analysis with specialists;
• Knowledge of SQL and the operating systems relevant to the environments in question;
• Familiarity with incident, problem, and change management, as well as service levels, for example, in an ITIL context;
• Experience managing technical relationships with clients or coordinating IT services;
• A bachelor’s degree relevant to the role and/or solid technical experience gained through years of related work;
• Technical English.

We value:

• Knowledge of high availability, replication, and disaster recovery;
• Scripting for automating operational and monitoring routines;
• Knowledge of other database platforms used by the client: SAP HANA, Microsoft SQL Server, and Oracle Database;
• ITIL certification or equivalent;
• Previous experience in a managed service provider (MSP) or outsourcing context.