Technical Account Manager
Posted Updated
Description
- The TAM is the customer’s technical owner for the service and the expert voice in the relationship
- They quantify the customer’s security maturity through the TAM Score framework, build and steer a defensible 12-month technical roadmap, and provide the depth of Microsoft Azure Sentinel/Defender XDR expertise needed to advise credibly on priorities
- TAMs translate data into narrative - interpreting scores, surfacing the highest-leverage gaps, and guiding customers toward measurable improvement quarter by quarter
- They act as a technical buffer between customers and internal operational teams by resolving technical queries, advising on improvements, and ensuring issues are properly packaged when escalation is required
- Own the technical relationship: understand the customer environment end-to-end, maintain technical context, and operate as the trusted advisor in the partnership
- Own the TAM Score narrative: interpret Environment, SOC, and Health scores into a credible story about where the customer stands and where to focus next - accountable for the quality of the diagnosis and recommendations, not the absolute score
- Build and maintain the 12-month technical roadmap: anchored to the TAM Score, with defined quarterly focus areas tied to the highest-leverage gaps
- Deliver the TAM/technical portion of Quarterly Business Reviews: present the score, narrate progress, and align with customer stakeholders up to CISO/senior IT leadership
- Deliver reactive technical support via tickets (troubleshooting, investigation support, remediation guidance)
- Deliver proactive technical expertise and drive continuous improvement (Tier A included): posture and coverage advisory, tuning/noise reduction, cost/retention optimisation, automation uplift
- Own technical deliverables: automation/playbooks where in scope, custom analytics and workbooks
- Drive the operational health-check catalogue as scheduled workstreams within the roadmap
- Advise on Defensive Breadth gaps (pentest cadence, IR retainer, EASM, DLP, tabletops, etc) - surfacing risk credibly and identifying where NCC services can close the gap
- Maintain and refresh the threat overview as the customer’s environment and threat landscape evolve
- Experience engaging senior stakeholders (CISO, Head of IT/Security)
- Strong communication and storytelling skills, adapting for technical and non-technical audiences
- Proven experience in cybersecurity, IT operations, or managed security services
- Proven ability to build and maintain 12-month technical roadmapswith quarterly focus
- Experience with security tools (e.g. SIEM, EDR, SOAR, DLP, vulnerability management)
- Able to interpret and translate security metrics into clear risk-based narratives
- Experience creating technical deliverables (playbooks, dashboards, analytics, reports)
- Ability to act as a trusted advisor, owning the technical customer relationship
- Strong skills in data analysis, prioritisation, and identifying high-impact improvements
- Background in a customer-facing technical role (e.g. TAM, Security Consultant)
- Knowledge of defensive security domains (pentest, IR, EASM, DLP, tabletop exercises)
- Ability to identify security gaps and align solutions/services to mitigate risk
- Ability to understand end-to-end customer environments (cloud, infrastructure, security stack)
- Capability to deliver continuous improvement initiatives (tuning, optimisation, automation)
- Strong understanding of SOC operations, threat detection, and incident response
- Proactive, accountable, and customer-focused mindset with strong ownership
- Experience delivering Quarterly Business Reviews (QBRs)to senior audiences
- Familiarity with service management practices (e.g. ITIL, ticketing systems)
- Experience balancing reactive support (tickets, troubleshooting) and proactive improvement
- Relevant certifications (e.g. CISSP, CISM, Security+, cloud security) – desirable
- Screening call with your Talent Acquisition Team
- First Stage Interview
- Second Stage Interview
- Offer