Technical Account Manager (TAM) — Bases de Dados

We're fast learners, hard workers, natural collaborators... and we Make Modern Happen! Our ambition is to unlock the potential of our digital world so that organisations everywhere can innovate and thrive securely. We aim to achieve this goal by bringing together the world’s most talented people and the most powerful technologies, combining them to address our customers' challenges and to build something stronger together. If you share our vision, join us! Right now, we are looking for a Technical Account Manager (TAM) — Bases de Dados to integrate our internal team, based in Lisbon or Porto. Your responsibilities include: - Serve as the technical point of contact for the client on issues related to databases and associated services; - Understand the architecture and operational context of the client’s Informix environments - instances, databases, application dependencies, and infrastructure dependencies; - Communicate status, impact, risks, dependencies, and next steps clearly and in a timely manner, tailoring the message to both technical and non-technical audiences; - Prepare and lead service meetings, periodic reviews, and follow-up on agreed-upon actions; - Track incidents, issues, changes, and service requests, coordinating with the DBA, infrastructure, networking, applications, and support teams; - Support change management and communication regarding planned interventions, including maintenance windows and impact on production; - Monitor service metrics, incident trends, and action plans, ensuring compliance with contractual SLAs; - Internally escalate situations that require management decisions or specialized intervention; - Identify operational risks and opportunities for improvement, and forward recommendations for technical validation; - Support capacity planning, business continuity, backup, and disaster recovery efforts, in coordination with the relevant specialists; - Keep technical and operational documentation up to date, including contact information, dependencies, and agreed-upon procedures. You must have: - Professional experience in database administration, support, or operations; - Solid knowledge of IBM Informix: architecture, instances, databases, operational routines, monitoring, backups, and initial troubleshooting; - Ability to interpret metrics, logs, and performance symptoms, and to coordinate analysis with specialists; - Knowledge of SQL and the operating systems relevant to the environments in question; - Familiarity with incident, problem, and change management, as well as service levels, for example, in an ITIL context; - Experience managing technical relationships with clients or coordinating IT services; - A bachelor’s degree relevant to the role and/or solid technical experience gained through years of related work; - Technical English. We value: - Knowledge of high availability, replication, and disaster recovery; - Scripting for automating operational and monitoring routines; - Knowledge of other database platforms used by the client: SAP HANA, Microsoft SQL Server, and Oracle Database; - ITIL certification or equivalent; - Previous experience in a managed service provider (MSP) or outsourcing context. We offer: - Regular professional development; - Certification paths resources; - Regular teambuilding programs; - Friendly workplace. Workplace: Lisbon / Porto (Hybrid) Claranet: Make Modern Happen!