Technical Account Manager

Key Roles & Responsibilities

A. Single Point of Contact (SPOC) & Customer Coordination

• Client SPOC: Serve as the primary dedicated escalation contact and relationship lead between VIT Bhopal university management and Skylark FMS delivery teams.
• Customer Updates: Facilitate regular communication, service review meetings, and proactive updates regarding ongoing infrastructure projects, maintenance schedules, and incident resolutions.

B. Service Desk & Engineer Coordination

• Service Desk Oversight: Oversee Service Desk operations, ensuring prompt ticket logging, accurate categorization, and efficient dispatch/allocation to onsite domain support engineers.
• Engineer Coordination: Coordinate daily workflows, task allocations, and shift schedules for onsite FMS engineers across server, networking, workstation, and security domains.

C. Escalation Handling & Incident Management

• Escalation Management: Own and manage the end-to-end incident escalation lifecycle, ensuring critical outages, recurring technical faults, and breached SLAs receive immediate executive attention.
• Technical Oversight: Provide high-level technical triage and root-cause analysis oversight for complex hardware and software incidents across the campus infrastructure.

D. Hardware/Software Troubleshooting & B2B Vendor Management

• Multi-Domain Troubleshooting: Apply comprehensive hardware and software troubleshooting knowledge across servers, storage, virtualization, firewalls, switches, wireless, UPS, NVR/CCTV, and biometric systems.
• B2B Vendor Management: When hardware spares are involved, manage the end-to-end RMA lifecycle and coordinate directly with OEM and B2B support vendors (HPE, Aruba, Extreme, Fortinet, Hitachi, Hikvision, eSSL, etc.) for prompt parts dispatch, warranty fulfillment, and vendor engineering support.

E. Reporting, Review & Governance

• Periodic Reporting: Compile and present comprehensive Daily, Weekly, and Monthly Service Delivery reports detailing ticket volumes, MTTR, uptime metrics, and SLA compliance.
• Service Review: Conduct monthly and quarterly service review meetings with institutional leadership to evaluate service performance and drive continuous improvement.

4. Required Qualifications & Technical Skills

• Education: Bachelor's Degree in Computer Science, Information Technology, Electronics, or Business Management (MBA / IT equivalent preferred).
• Experience: Minimum 6 to 10 years of experience in IT infrastructure service delivery, technical account management, or large-scale FMS operations (educational campus experience is a strong plus).
• Technical Breadth: Broad technical knowledge across enterprise datacenters, campus networking, security firewalls, wireless, and auxiliary power/surveillance systems.
• Framework Knowledge: Strong background in ITIL service management (ITIL Foundation/Intermediate certification preferred).
• Vendor Expertise: Proven track record in B2B vendor management, OEM warranty escalation handling, and SLA enforcement.
• Soft Skills: Exceptional leadership, client-facing communication, conflict resolution, and executive reporting skills.

5. Reporting & Work Location

• Work Location: VIT Bhopal University Campus, Madhya Pradesh (Onsite Deployment).
• Reporting To: Reporting directly to the Head of Service Delivery / Director, Skylark Information Technologies Private Limited.