Hazelcast

Real-time data processing with low-latency storage

Senior Technical Account Manager

Implementation & Technical Account ManagementUpdated on Nov 13

Full-timeMumbai, Maharashtra, IndiaNo salary listed

About the Job

Requirements

A graduate qualification such as BE, BSc, MCA, or equivalent is required; an engineering background is preferred.
At least 4 years of relevant experience, including at least 3 years designing, implementing, and upgrading Hazelcast or a directly relevant OEM product.
Hands-on experience operating and monitoring Hazelcast across enterprise UAT, pre-production, and production, including incident triage, log analysis, and service restoration.
Working knowledge of IT service management for incidents, problems, changes, tickets, authorizations, service requests, and escalation.
Ability to build and maintain runbooks, standard operating procedures, knowledge articles, health-check records, and controlled configuration documentation.
Experience supporting disaster-recovery drills and backup/restoration procedures.
Ability to communicate clearly with RBI stakeholders, L1/L3 teams, developers, and OEM support.
Be prepared to share degree records, project dates, relevant experience, and evidence of Hazelcast or OEM association for RBI’s approval process.

Responsibilities

Monitor Hazelcast caching environments through agreed tools and dashboards; perform daily configuration, job-status, restart, and health checks, and act on alerts.
Take ownership of incidents escalated by RBI’s L1 help desk, including problems caused by breaks in existing configuration or custom development, and resolve medium-complexity errors, access issues, and environment problems across UAT, pre-production, and production.
Guide incidents from initial triage through diagnosis, stakeholder updates, and resolution, or make a clear handoff to the appropriate support team; gather logs, record findings, and keep ticket status current.
Work within and help keep current the agreed roles and responsibilities (RACI), escalation matrix, and transition call flow, involving L3, Bank teams, developers, or Hazelcast support when needed.
Keep the Hazelcast run-book, system and configuration documentation, standard operating procedures, knowledge-base articles, and version-controlled operational records current; after P1, recurring, or critical incidents close, document the cause, fix, and lessons learned in the knowledge base.
Participate in disaster-recovery drills; prepare and implement backup and restoration guidance, record test results, and drive closure of identified gaps.
Own day-to-day service requests, required authorizations, coordination records, and configuration backups.
For changes, prepare impact analysis and approved procedures, test and rollback steps; work within approved maintenance windows and notify RBI of emergency changes within one day.
Coordinate with RBI teams on performance, connectivity, and cross-team dependencies; troubleshoot functional issues and escalate unresolved items with a complete evidence package.
Join the on-call rotation and help support cases under the contract, which provides 24x7 P1/P2 coverage with specified response targets.
Keep records of health checks, incidents, escalations, tickets, disaster-recovery tests, changes, attendance, and on-call acknowledgements, and contribute to quarterly service-level reporting and RBI certification.
Begin the role after Go-Live and formal RBI sign-off; the initial assignment is at least one year, with extensions dependent on RBI’s call-off or extension decision.

Desired Qualifications

An engineering background is preferred.

Hazelcast is hiring one on-site Technical Account Manager (TAM), L2 for the Reserve Bank of India (RBI) engagement. In RBI’s staffing model, this person serves as the Hazelcast OEM on-site Resident Engineer provided through the bidder. You will work closely with RBI’s L1 help desk, Bank technology teams, the L3 TAM, the bidder’s service team and Hazelcast support to keep the environments healthy and restore service quickly. The role begins after Go-Live and formal RBI sign-off. The initial assignment is at least one year; any extension during the five-year contract will depend on RBI’s call-off or extension decision.

Monitor Hazelcast caching environments through agreed tools and dashboards; perform daily configuration, job-status, restart and health checks and act on alerts.
Take ownership of incidents escalated by RBI’s L1 help desk, including problems caused by breaks in existing configuration or custom development, and resolve medium-complexity errors, access issues and environment problems across UAT, pre-production and production.
Guide incidents from initial triage through diagnosis, stakeholder updates and resolution—or make a clear handoff to the right support team. Gather the right logs, record findings and keep ticket status current.
Work within and help keep current the agreed roles and responsibilities (RACI), escalation matrix and transition call flow, involving L3, Bank teams, developers or Hazelcast support when needed.
Keep the Hazelcast run-book, system and configuration documentation, standard operating procedures, knowledge-base articles and version-controlled operational records current. After P1, recurring or critical incidents close, add the cause, fix and lessons learned to the knowledge base.
Participate in disaster-recovery drills; prepare and implement backup and restoration guidance, record test results and drive closure of identified gaps.
Own day-to-day service requests, required authorizations, coordination records and configuration backups. For changes, prepare impact analysis and approved procedures, test and rollback steps; work within approved maintenance windows and notify RBI of emergency changes within one day.
Coordinate with RBI teams on performance, connectivity and cross-team dependencies; troubleshoot functional issues and escalate unresolved items with a complete evidence package.
Join the on-call rotation and help the team support an unlimited number of cases under the contract. The service provides 24x7 P1/P2 coverage, with response targets of 30 minutes initially and 1 hour ongoing for P1; 1 hour and 2 hours for P2; 4 hours and 8 business hours for P3; and 8 hours and 2 working days for all other cases.
Keep clear records of health checks, incidents, escalations, tickets, disaster-recovery tests, changes, attendance and on-call acknowledgements, and contribute to quarterly service-level reporting and RBI certification.

Graduate qualification such as BE, BSc, MCA or equivalent; an engineering background is preferred.
At least 4 years of relevant experience, including at least 3 years designing, implementing and upgrading Hazelcast or the directly relevant OEM product.
Hands-on experience operating and monitoring Hazelcast across enterprise UAT, pre-production and production, with strong incident triage, log analysis and service-restoration skills.
Working knowledge of IT service management for incidents, problems, changes, tickets, authorizations, service requests and escalation.
Ability to build and maintain runbooks, standard operating procedures, knowledge articles, health-check records and controlled configuration documentation.
Experience supporting disaster-recovery drills and backup/restoration procedures, with clear communication skills for RBI stakeholders, L1/L3 teams, developers and OEM support.

Be prepared to share degree records, project dates, relevant experience and evidence of your Hazelcast or OEM association so Hazelcast can support RBI’s approval process.

About the Company

Hazelcast

Real-time data processing with low-latency storage

Hazelcast provides an enterprise-grade platform for real-time data processing by combining stream processing with low-latency data storage. It handles real-time data streams and stores data in-memory to enable immediate actions. The platform supports high availability and distributed processing, serving industries like financial services, e-commerce, and telecommunications that need instant insights from data. Revenue comes from software licensing, subscriptions, and professional services such as support and training. Unlike some competitors that focus on either streaming or storage alone, Hazelcast integrates both capabilities in a single unified platform, allowing customers to process and analyze data in real time and to act quickly based on up-to-the-moment information. The company aims to help businesses turn real-time data into actionable decisions, effectively using time as a competitive advantage.

Company size: 51-200
Company stage: Series D
Total funding: $63.6M
Headquarters: Palo Alto, CA
Founded: 2010

Recently Posted Jobs

Explore more opportunities at Hazelcast

See more jobs