AliCloud Intelligence-Technical Account Manager-Kuala Lumpur, Malaysia

Job Description

1. Standardized Operations Maintain the stability of the customer cloud platform through risk governance, product changes/upgrades, and emergency response to failures. Continuously optimize resources and performance to help customers improve their cloud efficiency. Drive continuous improvement in the operational support capabilities of cloud products from the user's perspective, reducing the complexity of cloud platform operations.

2. Standardized Delivery (Hybrid Cloud) Responsible for developing project integration plans and implementing standardized delivery, identifying and mitigating technical risks before implementation. Develop deliverability standards for cloud computing, big data, AI products, establish quality construction and standard output for the data center system, continuously enhance product serviceability and quality, and be responsible for establishing a knowledge base, delivery tools, delivery process optimization, and methodologies. Build and cultivate ecosystem deliverability capabilities to help customers achieve ultimate business value.

3. Standardized Cloud Migration Assist customers in migrating their business to the cloud and optimizing data usage. Provide technical services such as application/big data architecture design, domestic database integration, application/big data performance tuning, data governance, and data platform construction, offering best practices and solutions for cloud products in industry applications.

4. Technical Support Serve as the primary contact to resolve technical issues customers encounter while using Alibaba Cloud services, maintaining the stability of the customer cloud platform through risk governance, product changes/upgrades, and emergency response to failures. Provide customers with best practices, guidance, and training to help them fully utilize Alibaba Cloud's capabilities and services. Offer comprehensive cloud technical support, cost optimization, maturity assessment and consulting, compliance, and security enhancement services to improve customer cloud business efficiency and reliability.

5. Technical Consulting and Planning As a technical expert, understand the customer's IT strategy and direction, and provide in-depth technical consulting, architectural advice, and product selection based on cloud products, becoming a long-term partner in the customer's digital transformation.

6. Cloud Optimization Build and optimize system architecture, establish business disaster recovery capabilities, design and implement monitoring systems, guide routine disaster recovery drills to enhance the stability and reliability of cloud-based business, ensuring system performance and response speed under high concurrency through in-depth understanding of business needs. Implement intelligent monitoring and early warning systems to improve customer business efficiency and user experience while optimizing infrastructure and applications.

7. Customer Relationship Building and Business Development Identify key decision-makers within the customer organization, engage in dialogue using the customer's language to gain their trust, uncover product and technical need

Position Requirement

• Over 5 years of experience in solution design, architecture design, server-side development, delivery, and operations for large internet applications or corporate solutions.

• A technical background with experience in large-scale application development or operations based on cloud products.

• Operational management capabilities to comprehensively manage and optimize customer systems, ensuring cloud platform stability and efficiency.

• Ability to coordinate internal and external stakeholders and independently manage simple customer projects or complex internal projects, meeting service delivery SLAs with high customer or business satisfaction.

• Accurately identify and classify customers and key stakeholders, establishing different response measures for different customer groups.

• Foster a communication-friendly atmosphere, grasp communication points, listen effectively, and express clearly.
• Strong service awareness and the ability to address customer issues thoroughly, providing tangible solutions, and ensuring customer satisfaction.

• Ability to communicate with customer executives in specific fields when prepared.

• Possess systematic and holistic solution design and architectural capabilities, providing reliable solutions for customers in complex technical environments.

• Capable of decomposing complex technical issues to form comprehensive technical judgments and solutions.

• Able to independently complete a basic system architecture design involving a single technical product.

• Familiar with practical cases in common business scenarios, capable of customizing high availability optimizations, cloud protection, capacity planning, architecture optimization, disaster recovery construction, cost assessment, and optimization based on customer business scenarios, identifying risks, and implementing solutions effectively.

• Understanding and application experience in one or more technical areas such as cloud-native, big data, databases, networking, and middleware.

• Familiarity with the underlying architecture of the main products in the supported business lines.

• Mastery of the professional technical capabilities of the supported business lines.

• Understanding of cross-product system architectures, capable of designing solutions or troubleshooting based on this knowledge.

• Insights into customer business stages and pain points, recognizing customer needs in the delivery and post-sales service processes, and closely tracking and advancing key dialogues with mid to senior-level customers to create business opportunities.

• Insight into customer business needs and demands, integrating existing Alibaba Cloud products and service solutions to provide competitive solutions, promoting customer repurchase or expanding the scope of cooperation.