Supporting Internal Customers as Technical Account Managers.pdf
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The document outlines the role and responsibilities of Technical Account Managers (TAM) within the Rakuten Group's Cloud Platform Department. It emphasizes the importance of understanding customer needs, communication skills, and proactive support in managing cloud infrastructure and services. Additionally, it describes the organizational structure and the expectation for TAMs to facilitate solutions during high-traffic events and troubleshoot issues.
Supporting Internal Customers as Technical Account Managers.pdf
- 1. Supporting Internal Customers as Technical Account Managers May 19th, 2022 Neval Goksel Cloud Platform Department Rakuten Group, Inc.
- 2. 2 Introduction Neval Goksel Group: Technical Account Management Group 2013 Graduated 2014-2020 Worked as System Administrator, SRE 2020~ Rakuten Group TAM Responsibilities: Rakuten Mobile Rakuten Ad Platform
- 3. 3 CONTENTS 2. Rakuten Group’s CPD-TAM - Organization - How TAM works? - TAM Responsibilities 3. What to Expect? 1. What is TAM?
- 4. 4 What is TAM? • Point of Contact for Public Cloud TAM Internal Engineer User If necessary escalation Requirements: • Understanding the products offered • Experience and knowledge in infrastructure • Understanding the customer needs • Good communication skills This functionality could be useful This type of architecture is good I want to release this
- 5. 5 CPD-TAM Organization EC Infrastructure Group Server Administration Group Site Reliability Engineering Group Technical Account Management Group 〜 2019 2020 〜 2021 〜 Rakuten Ichiba ID/Point/FinTech etc. IaaS support Groups merged into one Private cloud support Support entire Rakuten Group
- 6. 6 How CPD-TAM Works? • Point of Contact for CPD Products Requirements: • Understanding the products offered • Experience and knowledge in infrastructure + Operation • Understanding the customer needs + Rakuten Services • Good communication skills TAM Internal Engineer Service Developer If necessary escalation Lets use this functionality This type of architecture will best for us I want to release this
- 7. 7 Cloud Platform TAM (Base Support) TAM (Service Support) Service D SRE/DevOps Service A Application Developer Service A SRE/DevOps Service B Application Developer Service C Application Developer Service D Application Developer Service B SRE/DevOps Service C SRE/DevOps
- 8. 8 How CPD-TAM different? • Support different variety of services - Understanding their needs and propose solutions • Considering design for both infra and application - Service recovery in the case of infra failure - Proposing best practices for the design • Proactive support - Sense of ownership for each service • Requests/feedbacks turns into products 画像探し中
- 9. 9 TAM Responsibilities – Rakuten Super Sale Due to commercials for event high traffic at the start Preparing for the event • Understanding the Ecosystem • Understanding the limits 画像探し中
- 10. 10 TAM Responsibilities – Troubleshooting One of the CaaS (k8s) clusters becomes unresponsive at a time • Understanding the reason: Network? CaaS? • Service Impact • Communicating with teams Recovery will take time • Change deployment to another region • Coordination VM API API API API API API (Example) GSLB
- 11. 11 What to expect? • Be part of the Rakuten Ecosystem - Variety of services - Understanding bigger picture • Speed!! Speed!! Speed!! • Multinational organization • Making a difference