Solutions Architect

Advisor/Architect – Tech CoE (Cloud)

Role Summary

The Tech CoE sub-group within the Technology Transformation Group, is responsible for L4/L5 escalation support, billable advisory services, and shaping Service as a Software offerings in the Cloud domain. The role acts as the final technical escalation point for complex Cloud issues, spends around 50% of time in billable advisory for existing and new customers.

Key Responsibilities

Escalation Support

• Act as the highest technical escalation point for complex Cloud incidents and problems beyond L2/L3 support.
• Hands on deep dive troubleshooting, RCA, and solution design for P1/P2 and recurring issues across AWS, Azure, and GCP.
• Work with internal platform teams, delivery teams, OEMs, and cloud providers where required to resolve critical issues.
• Convert escalations into permanent fixes, guardrails, runbooks, and knowledge base articles to reduce repeat incidents and dependency on L4/L5.

Billable Advisory Services

• Spend time in billable advisory engagements for existing and new customers.
• Deliver Cloud advisory services such as architecture reviews, health checks, performance optimization, FinOps, and risk assessments.
• Provide practical recommendations on reliability, security, scalability, resilience, and modernization of critical workloads.
• Identify downstream opportunities during advisory engagements and channel them to account and sales teams for follow on work.

Service as a Software Collaboration

• Partner with platform and product teams to shape and evolve Service as a Software offerings in the Cloud specialization, such as landing zones, observability bundles, DR services, and FinOps packs.
• Bring recurring field issues and advisory insights back into reusable platform features, templates, automation, and accelerators.

Knowledge and Stakeholder Enablement

• Run targeted enablement sessions to uplift support and delivery capabilities using real case studies and problem resolution patterns.
• Engage directly with customer architects, service managers, and senior IT stakeholders during high severity incidents and advisory engagements.

Key Result Areas

• Escalation resolution and service stability.
• Billable advisory utilization and revenue influence.
• Contribution to Service-as-a-Software offerings in the Cloud domain.
• Knowledge creation, enablement, and prevention of repeat issues.
• Internal and customer stakeholder satisfaction.

Skills and Experience

• 8+ years of experience in Cloud engineering, SRE, escalation, or senior support roles, with 5+ years of hands-on experience in AWS, Azure, or GCP.
• Strong expertise in Cloud troubleshooting across networking, identity, storage, compute, containers, and platform services.
• Proven track record in L3/L4/L5 or escalation engineering roles handling critical customer incidents and complex technical problems.
• Experience delivering Cloud architecture and advisory engagements such as assessments, reviews, roadmaps, and optimization initiatives.