Lead Technical Account Manager -(AF296 - SaJu-2624-482-2)

Job Brief:

Position: Lead Technical Account Manager

Location: Winmalee, NSW

Job type: Full Time, 38 hours/week

Salary range: AUD 108,150

Dalet Digital Media Systems is a world leader in software, services, and solutions for media workflows. Driven by a common passion for media, our 350+ talented and multicultural employees work together in 18 offices to serve some of the world's most amazing media organizations. With an agile software platform and a full range of professional services, Dalet provides end-to-end content production, management, and distribution workflow solutions for news, sports, program preparation, post-production, archives, radio, education, and government institutions. In today's fast-paced digital environment, media organizations need to embrace change and continuously adapt. At Dalet, we lead change in the industry and believe in collaborative innovation with our customers to enable next generation workflows and models that better serve their business and their audiences.

We are looking for a highly motivated and experienced Technical Account Manager, CS APAC deputy to join our dynamic team and contribute to our mission. He/She will report to Ami Mantika, Director of Customer Success EMEA / APAC & Technical Expertise Center.



Responsibilities:

• Develop, schedule, and conduct quality audit inspections and perform preventative maintenance, including maintenance plans and health checks.


• Maintain up to date the helpdesk (Tickets, SLAs, Platforms), in sync with the customer tracking system when relevant, and ensure that data is accurate, and properly indexed promptly, with all the public/ private information related to the support contracts and tickets.


• Escalate the most impacting issues in securing compliance to standards and procedures appropriately in the Dalet organization: R&D, Product Management & Top Management, as needed on time.


• Decide and implement corrective action plans, when necessary, as accountable for fulfilling the service level and resolving issues.


• Interface between the customers and internal departments, Inc. Regional Support Centres, Technical Expertise Centres, Projects, R&D, and Product Management teams to ensure alignment with standards, ensuring clear communication and resolution progress. Organize and facilitate customer calls, provide detailed status updates and reports as needed, and maintain daily reviews and proactive communication during crises to ensure all stakeholders are informed and aligned. To guarantee understanding and adherence to standards, processes, and quality control operations, educate and communicate with users and management.


• Serve as the primary point of contact for customers under support contracts, handling contract management activities such as escalations and process issues.


• Provide technical support leadership on the managed contracts.


• Coordinate technical work on-site including troubleshooting, diagnosing, and testing, and perform onsite expertise missions during support or project phases.


• Coach and mentor new support engineers, including supervision of junior engineers' progress and


• performance.


• Deliver technical expertise to presales teams, in need of assistance for demos, architecture, licenses, options, etc.


• Actively engage in the full issue resolution process by analysing, diagnosing, and addressing technical problems using the appropriate knowledge base, support tools, CRM, and instructions from Dalet. This includes handling installation, maintenance, repair, upgrades, configuration, and troubleshooting of desktops, software, hardware, printers, Internet, email, databases, operating systems, and security systems.


• Provide support across all product platforms, including configuration, diagnosing and resolving software malfunctions, implementing corrective actions, installing fixes, and performing upgrades, all within established protocols, guidelines, and quality standards to ensure optimal system performance.


• Conduct review and assessment of organizational system architecture, and provide detailed recommendations for current and future hardware and software strategies and directions.


• Develop and implement support procedures and strategies for Dalet systems, networks, operating systems, and applications. Offer technical expertise and guidance to improve system infrastructure and processes. Diagnose and resolve complex system issues, ensuring optimal performance and customer satisfaction.


• Developing, reviewing, and maintaining technical documentation. This includes creating detailed procedural, instructional, and operational guides and manuals to assist users and technical staff.


• Produce technical reports and specifications, ensuring they are accurate, clear, and up-to-date.


• Manage and maintain maintenance inventory systems, documenting all hardware and software assets, configurations, and changes to support effective asset management and troubleshooting.
  
   

Key Qualifications:

• Bachelor’s Degree in Computer Science, Computer Engineering, Electronics & Communications Engineering, information systems, or a related field


• At least 7 years of experience in leadership and management of support operations in a multimedia software solutions company


• Technical expertise and a wide-ranging understanding of hardware, software, operating and security systems


• Must demonstrate effective verbal and written communication skills with the capacity to convey complex concepts to non-technical stakeholders


• Proficient in cloud computing platforms like Amazon AWS Cloud, Google Cloud, Azure, Linux, Agile Methodology, and configuration Management such as Ansible and Terraform, along with a strong command of the Microsoft Office Suite and similar software


• Strong track record in workflow, maintenance, installation, integration, monitoring, and troubleshooting.


• Competent in software applications used in media production, particularly in video and audio editing such as AVID Media Composer, AVID Newscutters, Adobe Premiere Pro, Protools, DEGIDESIGN Pro Tools, etc.


• Knowledgeable in operating systems like Linux, Windows, and MacOS


• Possess industry-recognized certifications in designing, implementing, and troubleshooting complex network infrastructures and IT systems such as CCNA, CCNP, CompTIA Network+, or other relevant certifications


• Proficient in tools used for managing media workflows and systems


• Keen awareness of current business practices for managing media workflows and systems and a genuine interest in understanding organisational processes

Skills Required:

• Ability to adapt to new technologies, client requirements, and industry trends


• Ability to work in a fast-paced, dynamic environment


• Ability to work effectively within a team


• Strong time management and prioritization skills


• strong negotiation and conflict resolution skills