Noel Osagie: Driving Progress in the Google Cloud World

In this series, we’ll put the spotlight on Devoteam G Cloud’s experts who are always at the forefront of driving progress in the exciting and rapidly evolving Google Cloud world. Today we introduce Noel Osagie, Technical Account Manager at Devoteam G Cloud UK. In this article, you’ll meet Noel as he shares his experiences and insights into driving progress in Google Cloud, and providing valuable expertise in the field of Google Cloud.

My name is Noel, and I am the Technical Account Manager at Devoteam G Cloud UK

Today, I stand at the forefront of driving progress in the Google Cloud World. Join me as I share my experiences and insights, exploring the highs and lows of my role, and how I help clients soar to new heights in the ever-evolving world of technology.

I’ve been with the Devoteam G Cloud for almost a year now, starting in July 2022. But my journey into the tech industry all began when I decided to pursue a degree in Business Computer Systems at the University of Brighton. It was a program that blended the deep technical modules you find in a computer science degree with other modules such as project management. I like to describe it as a computer science degree but without the theory and more practical. 

As part of my degree, I worked at a pharmaceutical company in their SAP administration team working on infrastructure. To explore beyond SAP, I joined a tech consultancy after graduating from university. I gained invaluable experience deploying SAP applications on the cloud which spiked my curiosity for Google Cloud. I started to do GCP training, get certified and attend events.

My first GCP Role

Next, I had the opportunity to join a cloud consultancy as a GCP Cloud Engineer, specialising in networking and security in the financial sector. During my time there, I had the opportunity to expand my knowledge, not only in the cloud, but also my understanding of the financial sector, specifically investment banking. It was during this phase that Devoteam recognized my technical expertise but also acknowledged my client-facing abilities and approached me for the role of a Technical Account Manager. I felt like it wasn’t moving at a pace I would have liked it to be and I just feel like, you know, someone heard my prayers, like a genie came and gave me a role at Devoteam where the pace was a lot faster.

Life at Devoteam G Cloud:

At Devoteam, my main focus revolves around being a Technical Account Manager. I get to engage with customers in really meaningful conversations. It’s fantastic to work with clients from various industries because it gives me a chance to understand their specific challenges and aspirations. This role was interesting to me because I love the engagement. It’s very free-flowing and feels good when receiving great feedback.

I genuinely enjoy diving into conversations about their businesses and working together towards their goals. It’s a truly fulfilling experience.

Challenges I face in my role:

Of course, like any job, it has its challenges too. I do want to also highlight the struggles that I can find sometimes: still being young in my career, I have had roughly, seven years worth of experience; two years on Google Cloud specifically, it can feel overwhelming with the ever-changing products and updates on a daily basis. Working with customers from unfamiliar industries or niche use cases means I really need to dig deep and understand their specific challenges and restrictions. Building trust with customers who may be hesitant to share sensitive information can also be a delicate task. Plus, the role can get pretty fast-paced, with multiple customer conversations happening simultaneously, all while keeping up with the rapid changes in Google Cloud. It’s not uncommon for me to find myself juggling multiple customer discussions during key events or announcements.

Overcoming Challenges:

The fastest way to find solutions is by asking for help internally. In our different regions, we have communication channels where we can check if anyone has dealt with similar customer needs before. It’s better to go this route because the person helping us will understand the context and have experience with Google Cloud. On the other hand, searching on a search engine externally can give us results that might not be useful. But if I can’t find the answers internally, Google Cloud documentation can be a handy assistant. I also look at case studies or other materials to understand specific products or solutions better. Overall, I’m spoiled for choice with the resources at my disposal.

A Case Study: UK based Telecoms Provider

When working with a telecoms provider, we start by understanding their requirements through conversations and uncovering hidden needs. Once we have a broader understanding, we plan sessions and prototype solutions in a sandbox environment to ensure smooth implementation. We manage expectations, discuss effort and estimation, and gain the customer’s trust by providing value and suggesting the best approach. After aligning, we move to sandbox sessions, where we cover user flows and eliminate any hiccups before going live. Once everything is agreed upon, we document the agreed scope of work in a statement of work (SOW) and begin the implementation, collaborating with the customer throughout the process. After completing the bulk of the work, we provide training and documentation to empower the customer to use the solution effectively. We seek customer satisfaction through surveys and feedback, which we share with Google. Once everything is signed off and the customer is happy, we explore opportunities to enhance other aspects of their solution.

Day in the life of a Technical Account Manager:

First of all, it never looks the same. In my role, there’s a balance between being proactive and reactive. I prioritise proactive planning at the beginning of the week, focusing on high-priority tasks. I engage in activities like architecture reviews, monthly touch points, and yearly assessments. However, there are also reactive aspects, such as addressing customer queries and urgent situations through communication channels like email, Slack, and Google Spaces. I may need to jump into calls unexpectedly to address high-priority issues but I obviously do allocate time for lunch breaks and planning, reviewing my daily progress and prioritizing tasks. Fridays are dedicated to scheduling and planning for the following week. My day involves various calls and interactions with different parts of the business, including c-level executives, sales teams, and engineers seeking support for customer inquiries.

How would you describe your team:

The G Cloud team, across the group, consists of dynamic individuals who often wear different hats and are always willing to lend a hand. They are proactive and approachable, creating a supportive environment. In the UK, we share these qualities, but there’s an added advantage of being in closer proximity to one another. This facilitates stronger collaboration and a sense of camaraderie, which contributes to a more personal and culturally rich work experience.

How do you Set the Pace?

Being proactive is key, especially during customer calls when there are various stakeholders with different opinions. It’s important to take charge and guide the conversation towards our shared goal. This can involve setting the right tone and ensuring clear objectives. Operationally, using tools like JIRA and establishing regular check-ins helps us stay on track. Sharing relevant examples is also useful for providing context and avoiding misunderstandings. Active participation is essential to ensure that everyone sees the bigger picture.

Can you give an example of going big?

Although I’ve been key to various impactful engagements, I feel as if my big moment is on the way. I recently discovered an opportunity to sell an offering that hasn’t been taken before by a UK customer and talks are progressing smoothly so watch this space!

My job in one word:

“Chameleon”

The reasoning behind this is because of the way a Chameleon can change their skin, I’ve learned to change my skin in my role, such as a technical one, a strategy one, or even a sales one!