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Supporting Internal Customers as Technical
Account Managers
May 19th, 2022
Neval Goksel
Cloud Platform Department
Rakuten Group, Inc.

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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

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CONTENTS
2. Rakuten Group’s CPD-TAM
- Organization
- How TAM works?
- TAM Responsibilities
3. What to Expect?
1. What is TAM?

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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

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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

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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

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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

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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

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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
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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

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What to expect?
• Be part of the Rakuten Ecosystem
- Variety of services
- Understanding bigger picture
• Speed!! Speed!! Speed!!
• Multinational organization
• Making a difference