Technical Account Manager

Job Code
TAM-090126
Location
Remote
Terms
Contract / Project-Based • Senior Level • Long-Term Managed Services
Salary/Rate
Depends on Experience
Skills Required
Technical account management, managed IT services, Drupal platforms, cloud infrastructure, incident management, SLA management, Azure DevOps, ITIL practices, monitoring and observability, technical troubleshooting, escalation management, client support, reporting

Job Overview

We are seeking an experienced Technical Account Manager (TAM) to provide day-to-day operational oversight and technical coordination for a large-scale enterprise web and cloud environment.

The TAM will serve as a key operational liaison between the client and technical delivery teams, helping maintain platform health, coordinate incident response, support deployments and environment activities, and ensure technical issues are appropriately prioritized and resolved.

Responsibilities

  • Monitor overall platform health, availability, performance, and operational status.
  • Provide proactive incident management and coordinate resolution of technical issues.
  • Serve as a primary operational liaison between client technical teams and engineering and support teams.
  • Coordinate environment, deployment, maintenance, and platform-related activities.
  • Track incidents, service requests, problems, and technical escalations through resolution.
  • Coordinate L1/L2/L3 support and escalate complex issues to Drupal, DevOps, cloud, security, or architecture specialists.
  • Monitor SLA performance and ensure incidents receive appropriate attention based on severity.
  • Support production deployments, maintenance windows, upgrades, and environment changes.
  • Review monitoring alerts and identify recurring or emerging platform issues.
  • Coordinate root-cause analysis and follow-up activities for significant incidents.
  • Maintain operational documentation, support procedures, escalation paths, and knowledge-base information.
  • Assist with service reporting, incident trends, platform health reporting, and continuous service improvement.
  • Work closely with development teams on deployment and environment requirements.
  • Participate in regular client operational and service-review meetings.

Skills and Qualifications

Required Skills and Qualifications

  • 5+ years of experience in technical account management, managed services, application support, cloud operations, or a related technical support role.
  • Experience supporting enterprise web applications or cloud-hosted platforms.
  • Strong understanding of incident, problem, change, and escalation management.
  • Experience working with technical teams including DevOps, cloud engineers, developers, security engineers, and system administrators.
  • Familiarity with CI/CD and deployment processes; Azure DevOps experience is preferred.
  • Experience with monitoring, logging, alerting, and observability platforms.
  • Strong written and verbal communication skills.
  • Ability to communicate technical issues clearly to both technical and non-technical stakeholders.

Preferred Qualifications

  • Familiarity with Drupal or other enterprise CMS platforms is strongly preferred.
  • ITIL Foundation or comparable IT service-management experience is preferred.

Additional Requirements

Ideal Candidate

The ideal candidate combines strong client-facing communication skills with enough technical knowledge to understand enterprise Drupal, cloud, DevOps, security, and infrastructure issues. This person should be comfortable coordinating multiple technical teams during incidents while maintaining clear communication with the client.

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