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Information Technology - TAM/PMO, Technical Account Manager - Guatemala & El Salvador

Basic Information

Ref Number

Req_00131317

Last day to apply

21-5-2024

Primary Location

Torre Pradera

Additional Locations

Merliot, Xela

Country

Guatemala

Job Type

Support Positions

Work Style

Hybrid

Description and Requirements

Information Technology - TAM/PMO, Technical Account Manager - TICA

Last day to apply: Tuesday, May 21st, 2024


Key responsibilities:

  • Build and maintain strong relationships with the account’s customer (medium account/ complexity) and other key stakeholders within IT.

  • Act as a point of contact for customers regarding technical issues; provide guidance, troubleshooting assistance, and coordinate with internal technical teams to resolve any problems.

  • Identify technology solutions to increase operational efficiency and drive cost savings.

  • Provide guidance on contractual agreements (SOW).

  • Manage business cases for budget approvals for site movements, incremental growths, and changes in infrastructure.

Requirements:


  • Schedule flexibility - Required

  • Availability to working on site and from home - Mandatory


Core competencies:

  • Giving support

  • Focusing on customers

  • Embracing technology

  • Managing self-development

Functional competencies:

  • Strong knowledge of enterprise IT (network, telephony)

  • Strong IT diagnostics and troubleshooting

  • Intermediate application of ITIL framework

  • Knowledgeable of contractual agreements (SOW) for assigned accounts

  • Ability to solve complex problems

Qualifications:

  • 3+ years of experience in IT management

  • Bachelor’s degree in Systems, Computer Engineering, Computer Science or equivalent

  • Proficient (C1) oral and written English


Additional Job Description


As a Technical Account Manager you are the liaison between a medium size and complexity customer account and the company’s technical team.  You support and improve end to end IT delivery for an assigned account(s) using your understanding of the customer’s business processes, infrastructure, applications/ tools. You ensure timely communication relative to technology issues, outages and incidents as well as change and innovation initiatives.


Language Reference
English

EEO Statement

At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada.   We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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