Sr. Cloud Technical Account Manager - Financial Services, ES - SI - Financial Services

Would you like to join one of the fastest-growing organizations within Amazon Web Services (AWS) and help Global Financial Services customers across capital markets, insurance, and banking and payments gain the best value and service from AWS? At AWS Enterprise Support we're looking for a Technical Account Manager (TAM) to support our customers' creative and transformative spirit of innovation across all technologies, including Compute, Storage, Database, Big Data, Application-level services, Networking, Serverless and more. This is not a sales role, but rather an opportunity to be the principal technical advisor and 'voice of the customer' to some of the world's largest financial services organizations.

The TAM role is not directly hands on keyboard within the customer's environment for troubleshooting customer support issues, rather you will work with appropriate engineers and service teams to see issues through to resolution. More importantly you will work proactively as part of the AWS Unified Operations (UOps) delivery model to help craft and execute strategies to drive our customers' adoption and use of AWS services, including EC2, S3, DynamoDB & RDS databases, Lambda, CloudFront CDN, IoT, and many more.

Your technical acumen and customer-facing skills will enable you to effectively represent AWS within a customer's environment, and drive discussions with senior leadership regarding incidents, trade-offs, regulatory requirements, support and risk management.

You will provide advocacy and strategic technical guidance to help plan and build solutions using best practices, and proactively keep your customers' AWS environments operationally healthy through application-specific reviews, proactive monitoring, and custom runbooks. You will use generative AI tools fluently in your own work to accelerate troubleshooting, operational reviews, and customer insights, and guide customers on adopting AWS generative AI services to modernize and streamline their operations. The close relationships developed with your customers will allow you to understand their business/operational needs and technical challenges, and help them achieve the greatest value from AWS. This position will require the ability to travel 10% or more as needed.

The TAM is the centerpiece of value to our Enterprise Support customers. If you wish to be at the forefront of innovation, come join us!


Key job responsibilities
Key job responsibilities

- The TAM role is not directly hands on keyboard within the customer's environment for troubleshooting customer support issues, rather you will work with appropriate engineers and service teams to see issues through to resolution.
- Work proactively as part of the AWS Unified Operations (UOps) delivery model to help craft and execute strategies to drive our customers' adoption and use of AWS services, including EC2, S3, DynamoDB & RDS databases, Lambda, CloudFront CDN, IoT, and many more.
- Effectively represent AWS within a customer's environment leveraging your technical acumen and customer-facing skills.
- Drive discussions with senior leadership regarding incidents, trade-offs, regulatory requirements, support and risk management.
- Proactively keep customers' AWS environments operationally healthy through application-specific reviews, proactive monitoring, and custom runbooks.
- Use generative AI tools fluently to accelerate troubleshooting, operational reviews, and customer guidance, and help customers adopt AWS generative AI services to modernize their operations.

About the team
In GFS, we provide support to some of the world's largest financial services firms. We align ourselves with our customers to support their adoption of the cloud. We analyze and assist with financial goals, performance goals, and partner with our customers to provide a cloud experience that suits their needs. We cover the divisions of capital markets, insurance, and banking and payments.

Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS?
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture
AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.

Mentorship & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve.

Basic Qualifications

- 5+ years of design/implementation/operations/consulting with distributed applications experience
- 5+ years of technical engineering experience
- Bachelor’s Degree in Computer Science, Math, or related discipline, and 7+ years of equivalent work experience or 9+ years of related work experience.

Preferred Qualifications

- Experience in a 24x7 operational services or support environment
- Experience in internal enterprise or external customer-facing environment as a technical lead
- Experience (3+ years) in the Financial Services industry
- 7+ years of experience with operational parameters and troubleshooting for four (4) of the following: Compute / Storage / Networking / CDN / Databases / DevOps / Big Data and Analytics / Security / Applications Development in a distributed systems environment
- Internal enterprise or external customer-facing experience as a technical lead
- Professional oral and written communication skills, presenting to an audience containing one or more executive team member(s)

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, CA, Sunnyvale - 176,600.00 - 239,000.00 USD annually