Technical Account Manager

Department: Department

Location: Remote - United Arab Emirates

Employment Type: FullTime

DDN is looking for a Technical Account Manager - Major Accounts to provide leadership and build a highly effective and customer focused technical account team ensuring customer success.
This person will work directly with the customer to ensure success and overall account business continuity and enable, support, the customers site administrative and reliability engineering teams. This person and team will also interface directly with DDN Product Management, Support, Engineering and Field teams to establish requirements, document and deliver tested solutions, manage priorities with customer issues and develop reporting and feedback loops as required. This team member will be remote but will be required to travel for customer and DDN internal meetings. This role will focus on a small number of DDN accounts but could involve geographically dispersed locations globally.

Responsibilities:

• Work closely with DDN Support, product Management, Engineering, Support and other shared resources to ensure the success and business continuity of an assigned customer account.

• Work to support project management, technical account management interfacing with the customers Site Reliability Engineering team (SRE).

• Define and document processes and best practices. Ensure they are communicated and followed.

• Be the operational focal point for a large, Globally distributed customer environment

• Manage customer requirements through engineering RFE development

• Drive operational efficiency through automation, documentation and project management.

• DevOps capabilities including writing and deploying customer scripts and tools

• Develop feedback loops with Project Management, Engineering and Field teams

• Familiar with industry standard technologies and methodologies with regard to configuration , deployment and monitoring

• Develop strategic plans with customers that include monitoring, .

• Work with customer teams to quickly identify and rectify issues

• Work along with pre-sales to develop customer solutions to solve the most challenging problems

• Lead daily, weekly, monthly meetings with customer and DDN resources as required

• Monitor and report Operational status and measure against project plan.

• Manage and track workload and requests. Prioritize the resolution of urgent requests with progress on longer term projects.

• Work with Engineering, Product Management and the Field engineering teams to translate customer requirements into RFEs

Required Skills:

• 8+ years’ technical experience working in a cross-functional environment.

• Strong leadership, planning, decision making and communication skills.

• Experience in leading large programs

• Ability to communicate with customer and DDN executive staff effectively

• Project management skills required and PMP or similar certification is a plus

• Experience developing and deploying scripts and tools

• Experience working in remote teams located around the globe.

• Experience developing documentation and procedures.

• Experience in managing heterogeneous hardware and software (servers, network, applications, file systems) environment projects preferred.

• Experience in AI/ML infrastructure management and operations at scale and in cloud environments

• Requires parallel filesystem knowledge (Exascaler, Lustre or GPFS)

• Large scale HPC/AI/ML system experience is a plus (compute, GPE, networking)

• Experience with Infiniband and Ethernet networking (configuration and troubleshooting)

• Linux Admin skills required

• Be available as needed for on call, and escalations