What’s Included
Managed Solution will assign a qualified Technical Account Manager (“TAM”) on a non-exclusive basis to provide remote technical support during standard business hours (Monday-Friday, 8:00 AM – 5:00 PM local time, excluding holidays) and to serve as the primary escalation point for the MOC.
The TAM shall be responsible for the following:
- Developing and maintaining a thorough understanding of Client’s IT environment, business operations, and technology standards to align Managed Services with Client’s objectives and constraints; serving as the primary escalation point for complex or cross-functional technical issues and ensuring timely resolution through coordination with appropriate internal teams and specialists.
- Leading regular service review meetings (monthly, quarterly, or as otherwise agreed) to discuss service performance, review recent tickets and incidents, address ongoing concerns, and maintain open communication between the parties; conducting Quarterly Business Reviews (QBRs) with Client’s senior stakeholders, presenting analysis of support trends, incident root causes, performance and availability statistics, security events, and identified risks, while reviewing Client’s evolving business objectives and recommending adjustments or additional services as needed.
- Assisting Client in strategic IT planning and continual service improvement, including maintaining an IT roadmap aligned with Client’s business goals, identifying opportunities for technology upgrades or new solutions (e.g., cloud migrations, infrastructure improvements, or security enhancements), and advising on prioritization and projected impact of proposed projects.
- Performing ongoing account optimization tasks, including tuning monitoring and alert thresholds; reviewing firewall rules, security settings, and configurations; auditing patch compliance and remediating deficiencies; maintaining the integrity of monitoring and management tools; analyzing recurring incidents to identify root causes; and proactively identifying inefficiencies or opportunities to improve service delivery.
- Providing high-level oversight to ensure the Services are delivered in accordance with this Agreement and Client’s expectations, monitoring key service metrics, advocating on Client’s behalf within Managed Solution’s organization, escalating significant issues to management as needed, and keeping Client informed of new service offerings or changes that may benefit Client’s operations.