Technical Account Manager - Networking

Our client is a global MNC and a market leader in networking and virtualization space. Responsible for the analysis, qualification and ownership of high business impact & politically charged support cases with VP level visibility. Responsible for the review of Escalation team case backlog providing technical and case management advice to junior members of the team leveraging established relationships with other teams including Engineering, Sales, Consulting and outside Vendors. RESPONSIBILITIES: • Drives and/or coordinates cross team and cross vendor communications with the goal of aligning the required resources to resolve customer technical issues that span multiple products and vendors. • Is sought after by management and peers to help resolve the most technically complex, mission critical or politically hot customer issues. • Act as a SME (Subject Matter Expert) in at least one core product and demonstrates a solid technical understanding of our clients’ Delivery Center. • Develop and review advanced technical training for internal and external audiences across multiple products or components. • Plays a key role in the interview and training of new team members. • May participate in a 24x7 on-call rotation. • Interface with Development and assist the customer with testing or troubleshooting while on site. • Provide assistance to Development during remote debug dial-ins . • Conduct periodic review of open escalations with Developers to ensure proper issue priority assignment. • Reproduce customer issues in the Laboratory to verify problems and provide feedback to the Development department. • Create entries in our technical support on-line database to accurately document any incident resolution that is not found in our knowledge base. • Assistance in developing on-going training programs for the department. • Promote a team environment by assisting and contributing to colleagues whenever necessary to enhance the professional development of everyone within the org