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Supporting Internal Customers as Technical Account Managers.pdf

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Supporting Internal Customers as Technical Account Managers.pdf

  1. 1. Supporting Internal Customers as Technical Account Managers May 19th, 2022 Neval Goksel Cloud Platform Department Rakuten Group, Inc.
  2. 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. 3 CONTENTS 2. Rakuten Group’s CPD-TAM - Organization - How TAM works? - TAM Responsibilities 3. What to Expect? 1. What is TAM?
  4. 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. 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. 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. 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. 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. 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. 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. 11 What to expect? • Be part of the Rakuten Ecosystem - Variety of services - Understanding bigger picture • Speed!! Speed!! Speed!! • Multinational organization • Making a difference

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