Architect

• Understands the client's operations, monitor and track their support needs and service requests, troubleshoot issues and identify opportunities to improve availability
• Provides the highest level of technical knowledge, support, and services to the client
• Takes accountability for the overall technical responsibility for a proposed services solution and work closely with the service operations team in service delivery
• Identifies new opportunities based on technical understanding of the client’s needs
• Shares insights of the client’s environment with the Client Manager, Client Success Manager and/or Service Architect and contribute to upselling
• Improves mean-time-to-repair, aid future downtime avoidance, and gets support to help extract the maximum value out of the client’s covered assets
• Improves overall service performance through reduction in incident volume and incident resolution time
• Leads and ensures root cause analysis of the problem is performed and documented in the problem ticket
• Analyzes the impact of technical changes made to the client’s environment
• Schedules and chairs the monthly technical review with the client
• Works on problems of diverse scope where analysis of information requires evaluation of identifiable factors
• Resolves and assesses a wide range of issues in creative ways and suggests variations in approach

Systems Design – Architecture Engineer

Saviynt Architect