Technical Account Manager

Role: Technical Account Manager (Cloud)

Overview

As public cloud usage continues to expand across our client's organization, there's a growing need for a Technical Account Manager (TAM) who can act as the connective layer between internal Business Units (BUs) and the Cloud Center of Excellence (CCoE), supporting cloud adoption from both a technical and business standpoint. With more than 2,000 cloud asset owners across our client's organization, we're seeking someone who can help each team use cloud resources safely, appropriately, and efficiently. This TAM will be responsible for translating CCoE governance policies and best practices into practical guidance for internal users, helping the organization get the most value from its cloud investment.

About the Role

As TAM, you'll serve as the connective tissue between CCoE and internal service teams, helping Business Units navigate cloud adoption from both technical and business angles. You'll join a 12-person team working with colleagues across regions. English is used for all meetings, Slack communication, and documentation.

What You'll Do

Technical Account Management

• Regularly assess cloud usage for assigned BUs and stay attuned to their technical pain points
• Review and shepherd approval workflows for BU cloud requests (new accounts, projects, subscriptions)
• Serve as first-line support for BU technical issues and troubleshooting
• Advise on resource configuration changes, IAM, and networking

Governance & Compliance Support

• Communicate and roll out CCoE governance policies, security guardrails, and operational standards to assigned BUs
• Periodically confirm BU cloud usage aligns with CCoE policy, security requirements, and RGR standards
• Flag policy violations or security risks to BUs and support remediation efforts
• Review Change Management tickets and validate pre- and post-execution details

Cloud Adoption & Enablement

• Share cloud best practices and architecture guidance with assigned BUs
• Support BU cost optimization (FinOps) through cost analysis, alert setup, and resource recommendations
• Drive adoption of internal e-learning content and track completion
• Field technical questions from BUs and help build out FAQ and knowledge resources

Cross-Team Collaboration & Escalation

• Connect BU needs with the right CCoE teams (security, networking, architecture)
• Log and manage vendor support cases and escalations (AWS, Azure, GCP, OCI)
• Help resolve technical and governance friction points between BUs and CCoE
• Keep BUs informed of CCoE initiatives and policy changes, supporting smooth rollout

Documentation & Reporting

• Track and report on cloud usage, issues, and improvement actions for assigned BUs
• Contribute to CCoE runbooks, FAQs, and knowledge base content
• Relay BU feedback to CCoE to inform policy and process improvements
• Spot trends in requests and inquiries and suggest improvements

Must-Have Qualifications

• 5+ years hands-on experience operating and configuring at least two major public cloud platforms (AWS, Azure, GCP, or OCI)
• Working knowledge of IAM and networking configuration/troubleshooting (VPCs, subnets, security groups)
• Experience coordinating with multiple internal and external stakeholders to resolve technical issues
• Familiarity with Jira or similar ticketing tools
• Strong communication skills, including the ability to translate technical concepts for non-technical audiences
• Professional working proficiency in English

Nice-to-Haves

• Multi-cloud architecture experience (2+ providers)
• Associate-level (or higher) cloud certification
• Hands-on FinOps experience (cost analysis, budget alerts, optimization)
• Background in security- and compliance-aware cloud operations
• Prior helpdesk or internal support experience
• Confluence documentation and knowledge management experience
• Basic Terraform or other IaC experience
• Experience using AI/LLM tools (e.g., Claude Code) to improve productivity
• Experience managing vendor support cases and technical negotiations