Technical Account Manager

The SLA Technical Representative serves as the dedicated technical liaison for Premium SLA clients, ensuring that their systems are continuously monitored, maintained, and optimized for maximum performance and uptime. This role is responsible for handling technical requests, performing proactive system checks, and coordinating with internal teams to uphold all SLA commitments.

Duties & Responsibilities

• - Act as the primary technical contact for Premium SLA clients, providing prompt and professional support.
• - Respond to and resolve technical and support requests efficiently, following established escalation procedures when necessary.
• - Monitor server and network resources, identify performance bottlenecks, and recommend appropriate hardware or configuration improvements.
• - Plan, schedule, and execute OS-level maintenance tasks, including Windows updates, Linux patching, and kernel upgrades.
• - Coordinate preventive maintenance to ensure systems remain compliant with internal security and update policies.
• - Generate monthly performance and uptime reports for SLA clients, highlighting improvements and potential risks.
• - Collaborate with the NOC and Infrastructure teams to meet SLA response and resolution targets.
• - Maintain detailed documentation of client configurations, maintenance schedules, and support interactions.
• - Perform additional duties as assigned by the Department Manager or as specified in relevant procedures.

Required Qualifications

• - Strong knowledge of Linux (AlmaLinux, Ubuntu) and Windows Server administration.
• - Experience with virtualization platforms such as VMware or KVM, and monitoring systems such as Zabbix.
• - Familiarity with hardware diagnostics, RAID configurations, and storage performance tuning.
• - Excellent communication and client-handling skills, with a proactive approach to problem-solving.
• - Ability to prioritize and manage multiple client environments within strict SLA timelines.

Additional/Optional Skills

• - Experience supporting clients in a hosting or data center environment.
• - Understanding of network fundamentals, including VLANs, firewalls, and routing.

Location: Hybrid

Employment Type: Full-Time