Responsibilities
This is a key role that requires strong architecture and technical design ability in VMware SDDC and associated technologies as well as extensive senior level support and environment management experience. This role is part of a skilled support team in a 24x7 managed service environment providing remote technical support and project services to multiple client environments on behalf of Triangle.
The Architect must be able to demonstrate an excellent understanding and knowledge of the VMware core infrastructure and SDDC technologies and have engaged with enterprise customers to design, implement and support solutions based on the customer’s specific use case and requirements. With an understanding of the bigger picture, the architect can design solutions that meet the customers’ underlying business objectives rather than just implementing the technical product.
The Architect’s role is:
- to understand the customer’s IT strategy as well as their current environment and facilitate through consultation the customer’s journey towards emerging technology solutions and/or innovative change through adjacent technologies.
- to create the best architecture designs, networking and datacentre operations and end-to-end computing solutions appropriate for the customer.
- to provide senior technical leadership to support and operations teams delivering to customer SLAs
Main responsibilities:
- Capture and understand a customer's business/IT requirements to develop a solution or service that will deliver value to the customer and Triangle
- Creation and review of customer technical proposals, including high-level design and estimates that meet customer’s needs
- Creation of Solution Specifications and Low-Level Design documents
- Remain responsible for architecture throughout projects and in-life service
- Provide technical leadership to the technical support and operations teams who are responsible for the day to day management of customer environments by
- Effectively deal with high priority and escalated customer technical issues.
- Follow and engage with standard incident, problem and change management processes to meet defined service level agreements including root cause analysis of critical incidents.
- Escalate issues appropriately to the relevant vendor while remaining within service levels and act as the Customer’s advocate into the vendor at all times.
- Provide technical leadership and quality control throughout all stages of the solution delivery
- Hold responsibility for capacity and performance SLA’s
- Provide review and oversight on environment KPI’s and provide advice and guidance on resolution
- Engage with and feedback into the continuous improvement and ongoing innovation activities associated with the customer’s contracted environment through POCs and POVs
- Participate in innovation and research activities
- Configure and deliver technology road map session to customers related to their environment
- Provide capacity and performance technical report data for SDM monthly report with projects for next month
- Key attendee at monthly services meeting with the customer
