Dell EPIC Technical Account Manager/ Cloud Delivery Manager in Indianapolis, Indiana

Technical Account Manager/ Senior Cloud Delivery Manager (CDM)

Remote/Virtual (Located In or Near to Indiana )

Virtustream, a Dell Technologies business, is the enterprise-class cloud company that is trusted by organizations worldwide to migrate and run their mission-critical applications in the cloud. For enterprises, service providers and government agencies, Virtustream’s xStream® Management Platform and Infrastructure-as-a-Service (IaaS) meets the security, compliance, performance, efficiency and consumption-based billing requirements of complex production applications in the cloud – whether private, public or hybrid.

JOB DESCRIPTION:

The Virtustream CDM will be responsible for managing all technical/ functional aspects of service delivery, interacting daily with one or multiple Virtustream Enterprise Class Cloud clients. The CDM will monitor client services while proactively working with clients to manage resource consumption and capacity. They will act as the single point of contact for incident management and will provide centralized coordination of all remediation efforts.

In addition to leading quarterly review meetings with our clients, the CDM will also direct strategic road map and planning efforts, create and present customized executive scorecards and brief clients semi-annually on technology and process evolution that may be of interest or benefit to them.

The CDM will also assist with client change management processes such as providing specific, short-term steps and schedules for projects or changes expected to occur within the first twelve (12) months of each plan; Budgetary cost estimates to complete such projects; Reviews of Customer’s business cases; Future volume projections, technology, and geographic changes that could impact our customer’s systems and technical architectures.

The EPIC CDM will be responsible for assisting business development in both a pre and post sales capacity and identify areas where Virtustream may be able offer improved service and/or reduce client’s operational costs throughout the engagement lifecycle.

Operational management tasks to include SLA management/compliance/reporting, contract management, proactive statistical analysis of performance data with recommendations to optimize performance and utilization, (preferred) EPIC best practice recommendations and potential run optimization, status reporting via weekly checkpoint meetings, customizing billing reports, accelerated and ongoing knowledge transfer between client and corporate leadership, respond to customer inquiries and provide customer escalation, act as point of contact for RCA requests, track and report on incident and service requests and ticket aging, provide monthly reports outlining consumption of computing resources.

REQUIREMENTS:

  • Bachelors’ degree in Information Systems, Economics, Business, Math or Statistics. OR signification Professional Equivalence.

  • Experience with EPIC systems

  • Excellent knowledge of Cloud Infrastructure and migrations is required, as well as, practical or contextual understanding of cloud architecture and IaaS operations model

  • Experience in a Managed Services environment

  • Previous account and/or program management experience (diamond accounts probably need 10+ years of complex program management, platinum/gold 5-10)

  • Commercial experience – opportunity development (farming), Pre-sales support, account management strategy and plan development, contract negotiation, On-boarding and Delivery.

  • Must have experience with Mission Critical Applications (Financial Systems/Billing Systems/Procurement Systems)

  • Direct experience in managed services environment (either as a customer or vendor)

  • Strong knowledge of enterprise technology infrastructure (i.e. converged networks, Storage Area Network [SAN] servers, enterprise server software including Windows Server, Linux, and monitoring technologies) is preferred.

  • Knowledge of cloud computing concepts, software, and systems (i.e. networking, virtualization, VMware, hyper-visors)

  • Ability to interface with clients at the CxO level is required, previous experience preferred

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