Note: The job is a remote job and is open to candidates in USA. Cloud7Works, Inc. is an SBA 8(a)-certified small business federal IT contractor specializing in cloud modernization, enterprise architecture, cybersecurity, and advanced analytics for federal civilian agencies. The Technical Account Manager (TAM) will coordinate a support program for migrating a large IBM MQ messaging footprint to Apache ActiveMQ, managing both vendor relationships and the Enterprise Service Desk to ensure mission-critical messaging operations are supported effectively.
Responsibilities
- Serve as the single point of coordination for the program; receive all activity reporting from the supporting technical partner and direct that partner's work in accordance with program priorities and Government direction
- Manage the supporting technical partner delivering Apache ActiveMQ escalation support, including oversight of consulting experts, Level 2 support personnel, and access to a named certified Apache Committer for Severity 1 issues requiring source-code customization
- Hold the partner accountable to committed response times, staffing commitments, and personnel qualifications; verify that support personnel hold verifiable credentials as Apache ActiveMQ subject matter experts
- Coordinate knowledge-transfer training delivered by the partner, including live online training scheduled and agreed jointly with the Government subject matter experts
- Escalate partner performance issues to Cloud7Works management, and drive corrective action, resource replacement, or remediation as required
- Ensure the partner does not contact the Government directly; route all coordination, reporting, and escalations through the TAM as the single point of contact
- Effectively manage the Enterprise Service Desk operating on a 24 x 7 x 365 basis, including intake, triage, prioritization, tracking, and closure of all service requests
- Operate the dedicated toll-free hotline and the online electronic method for opening, viewing, updating, and closing service requests pertaining to Apache ActiveMQ
- Enforce severity-based response times for every service request. The Government determines the severity level of each service request; the TAM ensures the committed response time for that severity is met: Severity 1 (mission critical): respond within 30 minute, Severity 1 (non-mission critical): respond within 2 hour, Severity 2 (high): respond within 4 hour, Severity 3 (normal): respond within 8 hour, Severity 4 (low): respond by next business day
- Prioritize Government service requests above service requests of the same severity level submitted by other support customers
- Coordinate technical resolution across the service desk and the technical partner, including service request analysis, problem identification and reproduction, resolution planning, reproducible test cases, workarounds, knowledge transfer, solution testing prior to production, and recovery of downed brokers
- Track service request metrics including opened, closed, and active service requests, severity levels, and time-to-resolution, and drive continuous improvement of service desk performance
- Produce quarterly status reports covering each program task, including the list of opened, closed, and active service requests with severity and resolution time, issues and risk areas with recommendations, and results against previously identified problem areas
- Lead semi-annual plan reviews to assess performance against best-practice standards, discuss business and technical plans, and anticipate and avoid future escalations
- Serve as the primary point of contact for the Government and Cloud7Works on all operational, scheduling, and performance matters for the program
- Ensure deliverable quality against the acceptance criteria of accuracy, clarity, specifications validity, editability, and timeliness
Skills
- Bachelor's degree in computer science, Information Technology, Engineering, or a related field, or equivalent professional experience
- Seven (7) or more years of experience in technical account management, enterprise service desk management, or managed IT support operations, including direct oversight of vendors, partners, or subcontractors
- Demonstrated experience managing a 24 x 7 x 365 support operation with defined, severity-based service level agreements (SLAs)
- Working knowledge of enterprise messaging middleware; familiarity with Apache ActiveMQ and/or IBM MQ (message brokers, queues, topics, broker recovery) strongly preferred
- Proven ability to manage escalations for mission-critical production systems and to coordinate resolution across multiple technical teams under time pressure
- Strong written and verbal communication skills, including experience producing formal status reports and leading client-facing reviews
- Ability to obtain and maintain the Government suitability determination or background investigation required for the program
- ITIL Foundation (or higher) certification, or equivalent service management experience
- PMP or equivalent project/program management certification
- Prior experience supporting Federal or Department of Homeland Security programs, including familiarity with DHS security and reporting requirements
- Experience coordinating open-source software support engagements and knowledge-transfer / training programs
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