IGEL Technology
Website:
igel.com
Job details:
Technical Relationship Manager
Location: India – Bangalore (5 days per week onsite)
Department: Customer Experience / Technical Services Industry Focus: Financial Services (FSI)
Travel Requirement: Up to 20% (Training Purposes and Customer Site in between visit)
THE ROLE
The overall role of the IGEL Technical Relationship Manager (TRM) is to establish and maintain a strong strategic relationship between IGEL and its enterprise customers, helping them successfully adopt, optimize, and expand their use of IGEL technology solutions.
The position will clearly emphasize that this is a hands-on technical role balanced with strategic customer relationship management, particularly within large financial institutions. The TRM will serve as the primary technical relationship coordinator and trusted advisor, acting as a central point of contact between the customer and IGEL’s cross-functional teams, including Technical Support, Engineering, Product Management, and Customer Success, to ensure effective collaboration, proactive technical guidance, timely issue resolution, and alignment with the customer’s strategic business and technology objectives.
This position will have a particular focus on the Financial Services Industry (FSI), supporting enterprise customers operating in highly regulated, security-sensitive, and mission-critical IT environments.
KEY RESPONSIBILITIES
- Develop and maintain strong, positive, long-term strategic relationships with enterprise customers.
- Serve as a trusted technical adviser, understanding the customer's infrastructure, business objectives, technology challenges and operational priorities.
- Provide knowledge transfer and guidance on IGEL products, capabilities, functionality, and best practices.
- Coordinate and facilitate technical support escalations, ensuring appropriate engagement with IGEL Support, Engineering and Product Management through resolution.
- Assist customers in identifying, documenting, and submitting product enhancement and feature requests.
- Review customer projects and provide technical guidance on architecture, infrastructure modernization, upgrades, migrations, and future deployments.
- Develop and maintain comprehensive technical account plans documenting customer environments, business priorities, infrastructure dependencies, risks, and technology roadmaps.
- Proactively identify opportunities to improve customer infrastructure performance, stability, security, and operational efficiency.
- Coordinate periodic technical account reviews, including platform health, outstanding issues, upcoming upgrades, and potential risks.
- Support customers during critical incidents by coordinating internal technical resources, providing communication updates, and facilitating resolution.
- Collaborate with IGEL Sales, Solutions Architects, and Customer Success teams to identify opportunities for broader IGEL adoption.
- Establish strong relationships with customer engineering teams, infrastructure leadership, and key technical stakeholders.
- Participate in customer meetings and onsite technical reviews, with travel requirements of up to 20%.
REQUIRED QUALIFICATIONS
- Minimum 5 years of experience directly supporting enterprise-level customers in a Technical Relationship Manager, Technical Account Manager, or equivalent capacity.
- 5+ years of relevant engineering, consulting, system integration, or enterprise IT infrastructure experience with technology vendors or Value Added Resellers (VARs).
- Experience with application and desktop virtualization platforms such as Citrix Virtual Apps and Desktops, Omnissa Horizon (formerly VMware Horizon), and Microsoft Remote Desktop Services.
- Strong understanding of common networking concepts and protocols, including TCP/IP, DHCP, DNS, VLANs, 802.1X, and RADIUS.
- 2+ years of hands-on experience managing IGEL products or working with comparable enterprise technologies, including Linux, UNIX-based operating systems, Citrix, Nutanix, Cisco IOS, BSD-based platforms, or similar endpoint management, virtualization, and infrastructure solutions.
- Prior IGEL experience is strongly preferred but not mandatory. Candidates with strong technical expertise, troubleshooting skills, and the ability to quickly learn and adapt to IGEL technologies are encouraged to apply.
- Experience with directory services, including Microsoft Active Directory and LDAP.
- Experience troubleshooting and collecting diagnostic logs on Windows and Linux platforms.
- Excellent interpersonal, customer relationship management, and communication skills.
- Ability to work independently, manage multiple customer priorities, and coordinate complex technical escalations.
- Strong organizational, time management, and documentation skills.
- Proactive mindset with the ability to anticipate technical challenges and recommend improvements.
- Ability to adapt to evolving technologies, changing customer requirements, and complex enterprise IT environments.
FINANCIAL SERVICES INDUSTRY (FSI) EXPERIENCE –STRONGLY DESIRABLE
Candidates with experience supporting large financial institutions, regulated environments, or mission-critical technology infrastructure will be strongly preferred.
Desirable experience includes:
- Financial Services Industry Background: Experience working with or supporting banking, capital markets, investment banking, asset management, wealth management, insurance, or financial market infrastructure organizations.
- Enterprise-Scale Environments: Experience supporting large financial institutions with thousands of endpoints across multiple data centers, geographic regions, and business units.
- Regulatory and Compliance Awareness: Familiarity with security and regulatory expectations applicable to financial institutions, including operational resilience, audit requirements, access controls, and risk management.
- Mission-Critical End-User Computing: Understanding of trading floors, investment banking operations, financial applications, and other business-critical desktop environments where availability, performance, and low latency are essential.
- Business Continuity and Disaster Recovery: Experience supporting enterprise continuity strategies, disaster recovery planning, infrastructure resilience, and service availability.
- Security and Identity Management: Familiarity with Zero Trust principles, endpoint security, multifactor authentication, certificate-based authentication, network access controls, and enterprise identity management.
- Enterprise Virtualization and Cloud: Experience with Citrix, Omnissa Horizon, Microsoft Azure Virtual Desktop (AVD), Windows 365, and hybrid cloud environments.
- Financial Services Change Management: Understanding of formal change approval processes, production maintenance windows, change freezes, risk assessments, and controlled deployment procedures.
- Technical Escalation Management: Experience coordinating high-priority incidents and technical escalations involving infrastructure engineering, cybersecurity, networking, EUC teams, and technology vendors.
- Executive and Stakeholder Engagement: Ability to communicate effectively with senior infrastructure leaders, technology directors, engineering management, and other technical decision-makers within financial institutions.
- Proactive Infrastructure Management: Experience conducting periodic technical health reviews, identifying operational risks, and developing infrastructure improvement plans.
- Global Enterprise Support: Experience supporting geographically distributed enterprise infrastructure across North America, Europe, and Asia-Pacific.
ADDITIONAL TECHNICAL SKILLS – A PLUS
- Familiarity with scripting languages such as PowerShell, Bash, or Python.
- Familiarity with enterprise database platforms, including Microsoft SQL Server, Oracle, or MySQL.
- Knowledge of enterprise monitoring and observability tools such as Splunk, Grafana, or similar platforms.
- Familiarity with IT service management frameworks, including ITIL, and enterprise incident/change management processes.
- Experience with ServiceNow or similar ITSM platforms.
- Industry certifications such as VCP, Citrix CCA/CCP, Microsoft certifications, RHCA, or relevant networking and security certifications.
- Experience working with global financial institutions and coordinating technical resources across multiple time zones.
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