Technical Account Manager

Your TAM is a specialist dedicated to helping you get maximum business value from your Hybrid IT Solutions.

Technical Account Managers (TAM) are hands-on, certified Cloud experts with experience across all aspects of Hybrid IT that accompany any subscription to CAM. Your designated Advanced Managed Services TAM will support you across every platform — AWS, Azure, Google Cloud Platform, Lumen Cloud or most any other service provider. TAM activities will differ, based on your specific business requirements, whether it's Managed Services Anywhere, Advanced Managed Services, Cloud Application Manager, or advanced support for Lumen Cloud or Lumen Private Cloud on VMware Cloud Foundation.

Meet Your Technical Account Manager

Every Lumen Technical Account Manager is a seasoned IT professional with multiple Cloud Management Certifications and broad expertise integrating solutions for maximum efficiency and performance.

For Managed Services Anywhere, Advanced Managed Services and Cloud Application Manager customers, your TAM is a designated individual who will work closely with your team to align your cloud estate to your needs. Even in the case of those workloads that don't require full management – such as dev and test environments – your TAM remains your contact for Lumen-led Cloud Support Services. Technical Account Manager activities can include:

Your Technical Account Manager is a certified cloud professional and a hands-on IT Expert
  • Business Strategy
  • Executive Reviews
  • Build-out, Deployment and Operation of Workloads and Applications
  • Change and Project Management
  • Incident Response
  • Infrastructure and Future Planning
  • Monitoring, Analysis and Proactive Reporting
  • Billing Inquiries and Reporting
  • Ongoing Customer Data Integrity Validation
  • Hands-on activities, many partially automated by Cloud Application Manager

Technical Account Manager Activities

Cloud Application Manager
Lumen-led Cloud Support Services

  • Getting-Started Activities on Cloud Application Manager
  • Provide support escalation to public cloud provider when required, best practice advice and recommendations for additional hands-on services
  • Advisory-only guidance on public cloud platforms
  • Share and explain any optimization reporting, if optimization is purchased via Cloud Optimization and Analytics
  • TAM is designated and available to you during normal business hours(local time)

Managed Services Anywhere

  • Coordinate service desk and support engineering for hands-on action
  • Identify cost/performance optimization and execute recommendations
  • Coordinate monitoring policy creation and updates with service desk
  • Assist in defining appropriate workload tier assignment across providers
  • Coordinate modifying and deploying Script, Application and cloud native template Boxes (already in catalog) with service desk
  • Coordinate configuring user access and permissions with service desk
  • Contribute to root cause analysis, problem resolution and remediation
  • Respond and provide updates to service requests
  • Facilitate patch/backup schedule and communicate upcoming changes

Advanced Managed Services (AMS)

  • Available at a fixed hourly rate per month
  • Provide advanced technical activities that are beyond the scope of Managed Services Anywhere
  • Includes everything under Platform Advisory Support and Managed Services Anywhere
  • Advanced hands-on technical activities
  • Alignment, Design and Governance of managed environments and technologies
  • Program oversite of best execution venues, estate expansions, upgrades and migrations
  • Proactive tuning of monitors and alert thresholds and creation of custom monitor check types.
  • Root cause analysis and resolution of complex multi-factor recurring incidents that may cross multiple workloads.

“At a recent Technology Summit Meeting, the entire audience gave our Lumen Technical Account Team a standing ovation. Their expertise, professionalism and deep commitment to our digital transformation initiatives have been invaluable.”

— Global Beverage Company IT Manager

Related Products

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