Role: Technical Account Management
Location: Manchester, but a national role and extensive travel to customer sites is expected
Hours: 37.5 hrs per week, although the nature of the role will demand a level of working over and above this, plus time outside of normal business hours (this is a 24x7 operation).
Reporting Line: Management will be provided by the Head of Data Services, but additional direction and priorities shall be provided by the Enterprise Sector Team, specifically the Sector Head or Head of Customer Advocates who will help prioritise workload on a Customer by Customer basis
Overview and Business Context
As part of its ongoing development Gamma is increasingly delivering complex managed services through its Direct business units.
This is an exciting opportunity to join Gamma in a Technical Account Management role within the Gamma operations organisation but supporting the Enterprise business unit by working specifically with the largest Direct Customers. The role will involve a high level of interaction at a consultancy level with our internal engineering, Customer Engineering and pre-sales teams as well with Gamma Enterprise customers, providing a broad range of LAN/WAN/Voice/Mobile and Data Centre solutions.
Specifically the successful candidate will be responsible for the on-going maintenance of the low level design of customer solutions including all Gamma and 3rd Party products and services. Also providing technical approval for changes within existing Customers with the aim of ensuring early technical work is successfully considered and completed for the benefit of an expedited/efficient sign off. This important work will form part of the required inputs required in Gammas formal change process; as that may be from time to time.
Assisting the Sales and Support Teams the role is expected to attend key on-going customer meetings and run the quarterly technical roadmap reviews with the Customer to ensure both new and existing products are best supported, evolved and documented to the needs of the Customer and Gamma.
It is expected that the ideal candidate will have experience of designing LAN/WAN/Voice/Mobile solutions, preferably gained in an enterprise and converged environment. Experience of dealing face to face with customers in a dynamic technical role (i.e. Consultant, Designer, Senior Engineer) and be confident & professional at dealing with customer discussions and presenting to technical/customer audiences.
The role will also involve working closely with the Gamma projects and delivery teams to ensure that customer related “Changes” are efficiently and seamlessly transitioned into the in-service environment.
Ideally, candidates would be qualified to CCNP/CCDP.
To be the technical expert accountable for the customer solution design during the post-sales phase of a customer solution, leading detailed design and integration meetings and owning the approved LLD in-life.
To support the Gamma Pre-sales teams with the understanding of requirements and design of solutions, in particular supporting non-standard requests and making recommendations when a customer requirement is not a best fit for a standard service
Responsibility is to continue to adapt the standard core services (which come out of Core Engineering) to bespoke customer requirements. It is expected that this would normally be by design changes that are subsequently passed to operations for execution.
Provide technical consultation for Pre-Sales on all Changes and certainly as the initial conduit to the larger Gamma Pre-Sales teams for major changes, attending customer pre-sales meetings to capture detail, provide technical solution and assist in winning business
To be the conduit between the presales, engineering and post sales teams to ensure an approved customer change is transitioned into delivery.
Please note that this job description is not an exhaustive representation of the role and its duties. The job holder will be expected to undertake other duties as reasonably requested by their line manager.
Highly IP literate
Excellent communication skills.
Ability to innovate and deliver under pressure.
High attention to detail.
Ideal Technical skills:
In-depth understanding of routing protocols, internal and external, RIP, EIGRP,OSPF, BGP.
Familiar with common Internet protocols, e.g. SNMP, SMTP, ICMP
Advanced knowledge of routers, switches, firewalls, Access Control Lists (ACLs)
Detailed knowledge of core network routers and infrastructure
Hands-on experience of IP / VOIP network design, implementation and troubleshooting
Hands on Cisco exposure backed up with a Cisco CCNP / CCDP or CCIE
Detailed understanding of Layer2 and Layer3 VPNs from the Core to Customer Edge (P / PE / CE) - VRFs (Cisco) and Contexts (Redback)
A strong background in configuring firewalls for both Corporate and ISP services, to include: VPN Client and Site2Site IPSec Policies, Advanced DPI Policies for Internet Traffic and Centralised / Virtual Firewall Policies for VPN Customers.
Detailed understanding of all aspects of QOS (Traffic Shaping / Policing / Scheduling / Congestion Management and Avoidance). Specific experience with deploying QOS in a voice and / or converged environment would be advantageous (using both IPv4 and IPv6).