{"id":3797712,"url":"https://alion.io/job/synoptek-senior-technical-account-manager","title":"Senior Technical Account Manager","company":{"id":2777190,"name":"Synoptek","domain":"synoptek.com","url":"https://alion.io/company/synoptek","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Solutions","role_family":"Solutions","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Ahmedabad, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident 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responsible for managing strategic client relationships, leading technical service delivery initiatives, and ensuring operational excellence across managed services environments while acting as a trusted advisor and driving customer satisfaction, operational stability, and long-term business value.\n\nKey Responsibilities:\n\n- Manage strategic enterprise client relationships and serve as the primary point of contact for technical and operational matters.\n\n- Drive end-to-end service delivery activities across managed services engagements, ensuring adherence to agreed service levels and operational standards.\n\n- Establish and maintain operational governance frameworks, including periodic service reviews, performance reporting and executive-level updates.\n\n- Manage critical client escalations, coordinate with internal leadership and develop service recovery plans to ensure timely resolution.\n\n- Monitor service health, operational risks, KPIs, SLAs and other service performance metrics.\n\n- Translate complex technical issues into business-focused recommendations and improvement opportunities.\n\n- Coordinate with cross-functional teams, including infrastructure, cloud, cybersecurity, support and operations teams.\n\n- Drive incident management, problem management and root cause analysis activities.\n\n- Identify opportunities for service improvement, operational optimization and enhanced customer experience.\n\n- Provide consultative guidance to clients on enterprise infrastructure, cloud technologies, cybersecurity and managed services solutions.\n\n- Manage stakeholder communication and ensure alignment between client expectations and internal service delivery teams.\n\n- Support billing, contract management, service scope alignment and commercial discussions.\n\n- Lead service performance reviews, operational governance meetings and strategic client discussions.\n\n- Proactively identify emerging technology trends, compliance requirements and opportunities to improve managed services delivery.\n\nRequired Skills & Qualifications:\n\n- Proven experience in Technical Account Management, Service Delivery or Managed Services.\n\n- Strong expertise in managing enterprise client relationships and strategic accounts.\n\n- Experience in managing end-to-end service delivery within managed services environments.\n\n- Strong understanding of operational governance, service management frameworks and performance reporting.\n\n- Hands-on experience in escalation management, service recovery planning and stakeholder management.\n\n- Understanding of enterprise infrastructure, including servers, storage, networks and IT operations.\n\n- Knowledge of cloud technologies and enterprise cloud environments.\n\n- Experience with SLA management, KPI tracking, incident management and problem management.\n\n- Ability to translate technical challenges into business recommendations and actionable solutions.\n\n- Experience coordinating 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