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Technical Account Manager 335561

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$4000 to $7000 (Monthly)

Posted a year ago

Duties & Responsibilities:

Tender service compliance review

Participate in tender compliance review to ensure Ensign team capable of delivering contract obligations

Consultant to customer / single point of contact

Tactical point of contact for customer administrators and Ensign. Provide technical subject matter expertise to advise on the implementation and operationalization of MSS

Ensure SLA compliance for service rendered

To ensure MSS & DM teams deliver SLA as per contract

Facilitate and managing customer requests

Ensure Service Request(s) and Change Request(s) are reviewed and tracked

Manage Ongoing activities across the contract

Work side-by-side with Ensign team and customer to create implementation and success plans that ensure business and security program alignment

Manage OnDemand activities across the contract

Attending to customer requests/queries/complaints/feedback

Project documentation

To ensure documentation (i.e., baseline/standing orders/monitored asset-list) for the services are up to date

Assist in up-selling Ensign services

Partnering Ensign account managers and pre-sales to Ensign services (i.e., via probing clients for road-maps)

Troubleshooting & Incident handling

Work with Ensign support teams for troubleshooting. Engage with Technical Support to help work technical issues to completion

Facilitate Ensign internal/external audit requirement

Work with relevant Ensign stakeholders for internal and external auditing / assessment. (OSPAR audit/Internal audit/Risk assessment/BizSafe)


  • Diploma in Information Technology / Information Systems / Computer Science, Business IT or other relevant disciplines.

  • At least Four (4) years of IT Service Outsourcing experience with proven ability to work with internal and external parties.

  • Excellent interpersonal skills both in written and presentation.

  • Strong business acumen and customer focus.

  • Demonstrate the drive to excel and achieve goals.

  • Self-motivating and pro-active in heading off problems and in identifying new opportunities on the account for Ensign.

  • Strong analytical and problem skills, combined with the ability to provide quick resolution to problems.

  • Preferred Skills /Qualities Technical knowledge in IT technology (Operating Systems, Network, Databases).

  • IT Services Management experience preferred.

  • Project management experience preferred.

  • Relevant Project Management certification preferred. Cyber Security knowledge preferred.

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