ROLE

Our client is seeking a professional to continuously monitor and analyze customers’ technical challenges, assisting customers and technical support engineers in the quick and efficient handling of support tickets through an in-depth understanding of customer business. This role is focused on providing stability support, assurance, and cloud-based business governance. The successful candidate will act as the primary owner for customer technical projects, facilitating cloud adoption, migration, and optimization while building strong customer relationships and identifying business development opportunities.

RESPONSIBILITIES

• Technical Issue Resolution: Continuously monitor and analyze customers’ technical challenges; assisting customers and technical support engineers in the quick and efficient handling of support tickets through an in-depth understanding of customer business.

• Requirement Tracking: In various industries, correctly analyze customer usage and needs based on their business scenarios and cloud product usage, uncover real product requirements, and assist in the continuous optimization of products.

Stability Support and Assurance

o Emergency Response: Handle critical incident response to assist rapid business recovery, including fault containment and related safeguarding measures.

o Risk Inspection: Conduct inspections on cloud product usage covering workload, business capacity, risk events, and change notifications tailored to customer environments.

o Proactive Services: Design critical architecture monitoring and alerting solutions aligned with customers’ cloud-based business needs, enabling intelligent monitoring and early warnings to enhance business efficiency and user experience.

o End-to-End Assessment: Evaluate end-to-end business application dependencies, integrating cloud and on-premises risk assessments; provide recommendations and risk alerts for critical pathways.

o High-Availability Drills: Collaborate with customers to conduct high-availability drills under extreme scenarios, simulating failure conditions, practicing business failover procedures, and participating in post-drill reviews.

o Event Support: Provide dedicated support during customers’ peak business events, including architecture review, pre-event risk inspection, performance stress testing, failure simulation drills, and on-site support.

Cloud-Based Business Governance and Optimization

o Cloud Usage Optimization: Guide customers in new product selection and optimize product usage methods, align with industry best practices, avoid common adoption pitfalls, and distill customer-centric optimal cloud practice guides.

o Cloud Resource Management: Assist customers in managing cloud resources, including analysis of resource utilization, capacity planning, and implementation of elastic scaling solutions.

o LandingZone: Deliver best practice guidance for account structure, permissions, networking, and resource provisioning throughout the customer’s cloud migration journey.

o Well-Architected Support: Support comprehensive optimization aligned with Well-Architected Framework principles, covering security & compliance, operational stability, cost optimization, and high-performance architecture design.

Migration: Migration technical arch design and delivery support.

Service Assurance

o Service Management: Establish appropriate service and communication channels for customers during cloud adoption; provide tailored support across online, on-site, and multi-project/multi-department engagement models to ensure effective information flow for critical events and key initiatives, facilitating smooth project execution.

o Project Support: Deliver customized technical assurance programs based on customer needs during cloud product usage; develop and implement targeted technical roadmaps aligned with product capabilities and customer scenarios to ensure successful delivery of technical initiatives.

o Assist customers in migrating business workloads to the cloud by providing expert services including application/big data architecture design, database tuning, application/big data performance optimization, data governance, and security operations; deliver industry-specific best practices and solutions for cloud product adoption.

Customer Relationship Building and Business Opportunity Development