Solution Architect

Position : Solution architect L3 Managed services

Role & responsibilities

Solution Design and Architecture

1. Understand client business requirements, IT environments, and operational challenges.

2. Design end-to-end managed service solutions, including Service Desk, FMS, and AMC, that align with client goals.

3. Develop scalable architectures that meet performance, security, and compliance requirements.

4. Define workflows, processes, and KPIs for Service Desk, FMS, and AMC operations.

5. Propose solutions that leverage ITIL best practices for incident, problem, change, and asset management.

2. Pre-Sales Engagement

1. Work closely with the sales and pre-sales teams to present solutions to clients.

2. Develop detailed proposals, presentations, and Statements of Work (SOWs).

3. Provide accurate cost estimations and resource plans for the proposed solutions.

4. Engage in technical discussions and address client queries during the bidding process.

3. Service Desk Solutions

1. Design Service Desk frameworks to ensure 24/7 support for clients across L1, L2, and L3 levels.

2. Define workflows for ticket management, escalation, and SLA tracking.

3. Recommend and integrate ITSM tools (e.g., ServiceNow, Remedy, Freshservice) for efficient incident and service request handling.

4. Ensure proposed solutions enable proactive monitoring, reporting, and analytics.

4. Facility Management Services (FMS)

1. Develop solutions for onsite IT support, including hardware maintenance, network management, and user support.

2. Propose strategies for optimizing onsite support teams while ensuring service continuity.

3. Define health check procedures, asset tracking methodologies, and performance monitoring plans.

5. Annual Maintenance Contract (AMC)

1. Design AMC models covering hardware/software maintenance, warranties, and vendor SLAs.

2. Propose preventive and corrective maintenance strategies to minimize downtime.

3. Develop reporting frameworks for AMC activities, including asset health, performance trends, and renewal timelines.

6. Technology Integration and Automation

1. Leverage automation tools and frameworks to optimize managed services.

1. Example: Automate repetitive Service Desk tasks, patch management, or backup processes.

2. Propose integrations with monitoring tools (e.g., Nagios, SolarWinds) and endpoint management solutions (e.g., SCCM, Intune).

3. Ensure seamless integration of ITSM tools with existing client environments.

7. SLA Definition and Governance

1. Collaborate with stakeholders to define SLAs for response time, resolution time, uptime, and availability.

2. Establish governance models to track and report SLA adherence.

3. Propose mechanisms for RCA (Root Cause Analysis) and Continuous Service Improvement (CSI).

8. Compliance and Security

1. Ensure all proposed solutions comply with industry standards such as ISO 20000, ISO 27001, and GDPR.

2. Include data protection, access controls, and vulnerability management as part of solution design.

3. Address client-specific compliance requirements, including certifications and audits.

9. Stakeholder Collaboration

1. Collaborate with internal delivery teams to ensure seamless handoff of designed solutions.

2. Work with client stakeholders to gather feedback and refine solutions as needed.

3. Maintain strong relationships with OEMs and vendors to propose the latest technologies.

10. Thought Leadership and Innovation

1. Stay updated on emerging technologies, trends, and best practices in managed services.

2. Recommend innovative approaches to improve service delivery and reduce operational costs.

3. Contribute to knowledge-sharing sessions, whitepapers, and case studies.

Preferred candidate profile

Technical Skills

Service Desk Expertise

2. Incident, problem, change, and request management workflows.

Facility Management Services (FMS)

2. Familiarity with network troubleshooting and infrastructure monitoring tools.

Annual Maintenance Contract (AMC)

Perks and benefits