Senior Technical Account Manager, Strategic Industries - Global Financial Services

As part of the AWS Applied AI Solutions organization, we have a vision to provide business applications, leveraging Amazon's unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers' businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges. We blend vision with curiosity and Amazon's real-world experience to build opinionated, turnkey solutions. Where customers prefer to buy over build, we become their trusted partner with solutions that are no-brainers to buy and easy to use.
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 Support we're looking for a Senior 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 operate as a trusted technical peer to your customers' senior technology leaders, owning the cloud strategy conversation end-to-end — defining where the customer is heading, why, and what success looks like.

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 establish and evolve frameworks governing customer operations on AWS, including DevSecOps practices, Operational Excellence standards, AI strategy, and Target Operating Models. You will use generative AI tools fluently to accelerate your own work and, more importantly, to unlock deeper insights and proactive recommendations for your customers. You will guide customers on adopting AWS generative AI services to modernise their operations and drive measurable business outcomes. You will leverage AI agents for workload discovery, review, and risk identification, steering agent outputs into actionable strategies that help customers move faster and with greater confidence. 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
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.

Own the technical strategy for assigned customers — seeing across compute, storage, networking, security, data, and application domains to ensure they align and produce coherent outcomes.

Define and maintain operational frameworks including DevSecOps practices, Operational Excellence standards, and Target Operating Models tailored to each customer's environment.

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.

Leverage AI agents for workload discovery, deep dive reviews, and resilience assessments — reviewing and steering agent output to deliver actionable recommendations at pace.

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.

Basic Qualifications

- Bachelor's degree in Computer Science, Math, or a related field
- 5+ years of design/implementation/operations/consulting with distributed applications experience
- 5+ years of technical engineering experience

Preferred Qualifications

- Experience in a 24x7 operational services or support environment
- Experience in external enterprise customer-facing role as a technical lead, with strong oral and written communication skills, presenting to both large and small audiences
- Experience 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
- Demonstrated ability to define and own cloud strategy across multiple technical domains, aligning workloads, operational frameworks, and business objectives into a coherent roadmap
- Experience establishing DevSecOps practices, Operational Excellence standards, or Target Operating Models for enterprise customers
- Comfort engaging CTO-level stakeholders as a technical peer, translating complex cross-domain technical work into strategic recommendations
- Familiarity with AI/ML services and practical experience using AI-assisted tooling to accelerate technical reviews, discovery, or operational analysis
- Professional oral and written communication skills, presenting to an audience containing one or more executive team member(s)

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