Account Support (IV)

Requisition Number: 201274

External Description:

The SSM will provide proactive planning and reviews of the operational environment to identify risks and potential mitigation strategies.

HA Operational processes (system HA/Unity, application process and critical system housekeeping activities)

• Availability Risk Assessment and Power-fail recovery strategy
• Return to Service and Recovery processes (incident support and management process)
And Data protection (backup and restore)
• Change control planning and procedures
• Monitoring Application/database capacity workloads healthiness as well as backup and restore operation processes
• Patches/maintenance as applicable and Field Retrofit Orders (FRO), preventive maintenance as well as Tech Alert review and knowledge transfer (through coordinated experts approach)
• Facilities &amp#CD# Environmental Planning system workload planning management
Insure that data center has adequate power, cooling and floor space to support the configurations being implemented at the customer site and to insure there is room for future expansions.
• CS Best Practices Implementation
Teradata Customer Services has developed several best practices that should be implemented by each local site team to help improve customer system availability.

Customer Support Plan, Management and Availability Reporting

The SSM will periodic conduct system availability risk assessment and develop support plans with adopted best practice tailored to customer environment, including account policies and procedure, and take ownership manage the implementation of defined support procedure for ensuring HA system operation of TD system.
The SSM will also provide system availability reports. The root cause of specific outages will be identified and analysis completed with recommended changes to improve system availability. The SSM will review the system availability results and make any recommendations that are necessary, including but not limited to below.

• Configuration Planning
Work with the customer, sales and TD site team to determine optimal configuration based on customer batch and online response time requirements.
• Incident Support Plan/Procedure
The SSM will ensure the development, currency, and accuracy of the Customer Incident Support Plan/Procedure tailored to the Customer’s environment and requirements. This plan will outline needed support model/process, hours of coverage, response times, incident reporting numbers and processes, escalation timeframes and contact information, and availability measurement criteria. SSM is also the primary driver for all incident management representing assigned account working with global support infrastructure and relevant site team/customer to ensure support SLA is met to the planned incident support procedure.
• Service Performance Reporting
The SSM will also serve as Teradata Customer Services' lead in the service performance reports. The SSM will provide the reporting, facilitate the meetings and drive any open issues to resolution.
• Management of On-Site Remedial drive for resolutions &amp#CD# Escalation as well as Preventive Maintenance
Should the Customer need to escalate a service incident, the SSM is Teradata Customer Services' initial point of escalation. The SSM will contact and engage the correct resources within Teradata Customer Services to ensure that the incident is resolved to the customer’s satisfaction. The SSM will then keep the Customer and TD site team regularly posted on the status of the incident and the progress being made in bringing it to closure.
• Change Control Management
The SSM is Teradata Customer Services' lead in coordinating and implementing system changes. The SSM will work with the Customer and with Teradata Customer Services to identify patches and updates which would benefit the Customer’s operation.
• Management of System Upgrades
The SSM will lead and work with the Customer, Project Manager and Teradata Customer Services local and region teams to develop a plan for each hardware and/or software upgrade. The plan will include a definition of scope, a list of critical path items, identification of the resources required, and a project timeline. The SSM will function as Teradata Customer Services' lead for these upgrades and will schedule and coordinate the activities of Teradata Customer Services' resources. The SSM will be the Customer’s primary contact for the implementation of the upgrade.
• Parts Management
Ensure proper stocking levels and release compatibility for all spares on site. Ensure hot spares (if installed) is up and running to ensure working parts availability for maintenance activities.
• Load &amp#CD# Maintain Service Database
The SSM will maintain system configuration tracking list for equipment and software in the service database and system for ensuring version compatibility.
• Manage Teradata Closed Loop Corrective Action (CLCA).
Ensure that all incidents that cause unplanned outages identify a root cause and a corrective action is implemented that will help minimize future instances of this type of outage.

Qualifications/Educational Requirements:

• Minimum of 15 years of experience in computer technology operation management or related fields.
• General working knowledge of UNIX, Windows, LINUX and DBMS.
• Proficient in the use of Microsoft Office components and personal computers (for generating the many reports required by the customer and TD operation management).
• Strong English and Chinese written and oral communication skills as coordination skill with global support model, process and infrastructure.
• Proven skills and Experiences in Data Center Operation Support Planning and management experiences with High Availability, Database warehouse, and backup/restore system operation environment, including client software, networking, host operating system and utilities etc...
• Experience with Teradata Solution products, TD product certifications (DB, client software, networking, host operating systems, and utilities is a plus. (To help in timely identification and resolution of customer incidents)

Preferred/Proven Potentials as CSM
• Prior experience with driving operational excellence at SaaS or data warehouse company
• High-level technical knowledge on data warehouse products and services (bring in SMEs for detailed technical info)
• Prior experience working with either business or IT customers

Key Competencies/Skills:

• Strong English and Chinese language Communication and coordination Skills

• Strong Organizational (Multiple cross function), Leadership with Excellent interpersonal skills

• Strong customer senior IT operational management (interface, interact and communicate at IT GM level) experiences and capability

• High Availability Data Center Operation Management Experience with strong capability in HA Data Center operation management and support process design.

• Politically Astute and Relationship Management Capabilities

• Honesty, Consistency, and Integrity as well as Tenacity

• Strong capabilities in quick Investigation of software issues &amp#CD# problem diagnosis and Ownership of resolution to account’s technical and political issues

• Provides leadership, direction and focus to the cross function support team and participate in all aspects of Teradata Technical Support Strategy

• Ability to manage a diverse workforce across on and off-shore delivery teams and cross-functional business units

• Strong client management and change management skills

• Experience across a number of industries to offer flexible staffing options or experience in highly regulated industry (e.g., healthcare, financial services)

• Ability to drive successful delivery teams that continually evolve and improve our ability to execute on time and above expectations



Preferred Technical knowledge backgrounds as SSM
• Strong knowledge of High Availability architecture design and products knowledge in DBMS and UNIX
• Strong understanding of SQL, DBS system macros &amp#CD# tables, support utilities
• Understanding of high availability, disaster recovery solution designs, techniques and customer client/server connectivity &amp#CD# configurations
• In-depth understanding of hardware platforms and hardware and software configuration techniques for high availability operation environment.

CountryEEOText_Description:

City: SHENZHEN

State: Beijing Shi

Community / Marketing Title: Account Support (IV)

Job Category: Services

Company Profile:

Our Company

At Teradata, we believe that people thrive when empowered with better information. That’s why we built the most complete cloud analytics and data platform for AI. By delivering harmonized data, trusted AI, and faster innovation, we uplift and empower our customers—and our customers’ customers—to make better, more confident decisions. The world’s top companies across every major industry trust Teradata to improve business performance, enrich customer experiences, and fully integrate data across the enterprise.

LinkedIn Remote:

Location_formattedLocationLong: SHENZHEN, Beijing Shi CN