Account Support-Single point of contact for the account to Service Delivery-Ensures that all critical end-to-end delivery resources are aware of the account delivery requirements-Participate in Governance Meetings representing and reporting on Service delivery performance-In the event of an escalation has end-to-end responsibility for issue resolution for cloud servicesSupports the services upsales opportunities of cloud offering:- Assessing customer business needs and matching them to available solutions.- Participating in customer account reviews- Consulting with customer representatives on a regular basis to monitor trends and identify emerging needs.Capacity Mgt• Working with the Account teams and Capacity Management Team, provide infrastructure capacity plans for customer and cloud requirements to meet supply/demand signalsFinancial Mgt• Manages financial charges and billing for the Account• Ensure accurate charges are applied and billing processed as per agreed dates• Respond to requests regarding financial charges or billing for ServicesProblem MgtMonitors service delivery within cloud organization in order to:• Ensure delivery of RCAs.• Highlight service delivery problems, initiate Service Improvement Plan if appropriateChange MgtMonitors service delivery in order to:• Ensure that all planned changes for the customer follow the correct process and are completed as planned• Coordinates complex changes• Ensures any required documentation pre/post-change details are provided• Review overall change metrics for the customer, identify improvement neededIncident Mgt and Escalation• Regular reviews on Incident management metrics for the account• Monitor and Participate in escalations for incidentsNSSR:• Main interface to Development/engineering for non-standard requests from the account• Coordinate the follow-up, such as effort estimation, costing, and roadmap information

• Monitors day-to-day performance of 3rd level Wintel engineers to meet operational standards and project deliverables.• Manages and leads delivery projects as assigned by the Service Delivery Manager• Applies deep technical background and knowledge of industry trends to operate several critical or high risk technology areas/customer groups.• Incident Management: Resolves technical and some business incidents independently. • Problem Management: Proactively and reactively looks for solutions to prevent complex problems from occurring across teams/technologies.• Change Management: Independently reviews and verifies changes/solutions of high complexity and risk to meet customer and/or trade/HP Information Technology (HPIT) infrastructure needs. Participates in a Change Advisory Board or Technical Advisory Board.• Patch and Security Management: Provides input to security policies. Proactively monitors the environment for patch compliance. Approve patch and security changes.• Configuration Management: Ensures Configuration Management Database (CMDB) entries are complete and accurate.• Customer Relationship Management: Interfaces with customers and/or internal businesses/end users on a broad range of technical and operational topics.

• Handles global support teams providing first to specialist level (L3) of support to Trend Micro’s Software as a service including hosted email security services, web application services and hosted AV applications.• Manages a team of 10 support engineers in the immediate team with an expanded role of co-managing technical trainings and communications to the overall global SaaS support operations of regional support teams in APAC, NABU, JP, LAR and EMEA.• Participates in planning, functional testing and decision making for customer and support related phases in product / service development• Responds to service incident P0 cases raised by datacenter operations team to ensure that the TS teams and business stakeholders across all regions are abreast with the recent proceedings • Utilizes solid communication skills with senior/executive support management and product management teams, by providing periodic performance reports as scheduled and/or when requested• Handles local, regional, sales and senior management escalations for special handling of cases to help close sales deals or recover customer/vendor dissatisfaction• Interacts with Development team and Service Engineering Group in identifying and resolving cases• Works on standardization of Global SaaS Escalation processes for each of the hosted services • Interfaces with internal virtual teams as well as alliance technology partners such as Cisco, Rapid7 and Qualys for developing support process, boundaries and escalation agreements• Hosts regional support management regular sync-up activities to foster better collaboration with non-English teams (Japan, APAC)• Leads core project manager (CJM) sync-up meetings to ensure that all individual projects are within schedule and that CJM’s are able to communicate any delays in the support readiness phases as part of the Product Delivery Life Cycle (PDLC)

• Managing support issues directly related to the use, support, and implementation of Trend Micro products and solutions, using effective customer skills on-site, over the phone, and online to ensure the highest level of customer satisfaction through understanding and identifying the customers' complex network • Effectively interacting with the engineering teams to provide solutions to complex technical issues Sharing best practices with other specialists to enhance the quality and efficiency of support • Maintaining and expanding working knowledge of current Trend Micro products as well as integration and methods of support delivery • Manage open cases to resolution • Share knowledge through technical sharing or training • Continuously improve and upgrade technical knowledge and skills through training and certification • Meet business objectives and team targets defined by SLAs and Scorecards