About the Company:
Beyondsoft is a global IT consulting and solutions provider supporting enterprises across digital transformation, cloud adoption, data & AI enablement, enterprise modernisation, and managed services. We work with major technology ecosystems and enterprise clients across APAC to deliver measurable outcomes, i.e. operational efficiency, faster time-to-market, and improved customer experience.
As a Technical Account Manager (TAM) for Data Center Solutions (DCS), you will serve as the primary technical liaison and strategic advisor for our key enterprise customers. Your mission is to ensure high availability of production systems through rigorous technical management, proactive planning, and seamless service delivery. You will bridge the gap between the customer’s operational needs and Huawei’s internal technical, sales, and support teams to drive excellence in O&M (Operations & Maintenance).
What you'll be doing
- Act as Technical point of contact to assigned accounts, managing service planning, coordination and technical management for customers, working closely with customers to maintain high availability of their production systems.
- Maintain accurate live network information, including but not limited to basic device information, device configuration, microcode version, system, network topology, installation time, maintenance coverage level, and maintenance contract start and end time.
- Oversee the end-to-end lifecycle of service requests, driving escalation management and resource allocation to ensure timely resolution.
- Lead the response for P1 & P2 incidents, coordinating rapid-response resources and conducting deep-dive Root Cause Analysis (RCA).
- Translate incident trends into actionable process and technology improvement recommendations
- Formulate and adjust an annual service roadmap that aligns Huawei’s delivery capabilities with the customer’s data center requirements
- Govern the Change Management Lifecycle from initial application and risk evaluation to implementation verification and post-change review.
- Develop robust Change Schemes including rollback plans, impact assessments, and backup solutions to minimize service interruptions.
- Support Business As Usual (BAU) experts in tracking configuration history within asset libraries, ensuring 100% traceability for fault recovery.
- Lead monthly and quarterly service reviews with customer senior management to analyze incident trends, service quality, and improvement plans.
- Deliver detailed monthly support incident reports and quarterly on-site service performance summaries.
- Manage live network microcode versions, providing impact analysis for updates and delivering the Version Report.
- Conduct quarterly assessments of virtualization software (firmware, functional software, and management tools) to eliminate potential vulnerabilities.
- Analyze virtualization environments to provide optimization suggestions that improve resource utilization and DCS performance.
Role Expectations on the candidates we're searching for
- Familiarity with Data Center products, virtualization software, and data center network topologies.
- Skilled at translating complex technical issues into business impact for senior stakeholders.
- Comfortable at technical documentation preparation for presentation to relevant stakeholders.
