Senior Solutions Architect

Who you are

• 6+ years experience in Solutions Architecture, Professional Services, implementation consulting, enterprise SaaS delivery, technical architecture, or advanced customer engineering
• Strong working knowledge of service delivery, observibility/monitoring handoff points, data flows, ITSM workflows, third-party observability sources, and the broader customer operations ecosystem
• Deep working experience with ITSM platforms such as ServiceNow, Freshservice, and ConnectWise
• Experience designing integrations across multiple monitoring, observability, APM, ITOM, analytics, and workflow platforms
• Advanced ability to translate tasks, events, alerts, incidents, tickets, changes, escalations, and remediation steps into ITOps workflows
• Strong understanding of event correlation, alert noise reduction, ticket enrichment, routing, escalation, incident lifecycle design, and operational handoffs

What the job involves

• The Senior Solutions Architect, Edwin, owns complex and strategic Edwin implementations and operating-model handoffs within the AI Delivery motion, especially where Edwin runs in parallel with Envision, third-party data sources, ITSM workflows, FDE support, or partner delivery
• This role acts as a senior technical advisor, regional or domain subject-matter expert, mentor, and cross-functional delivery leader
• You’ll handle complex customer environments, advanced ITSM workflows, multi-platform integrations, pre-sales validation, repeatable delivery patterns, Project transition risks, and structured feedback to Product and Engineering
• This role is not simply “more implementations.” You will be expected to reduce delivery risk, improve time-to-value, mentor others, build repeatable practices, and help scale delivery beyond individual heroics
• That aligns with the transcript discussion around senior roles focusing on strategic work, complex accounts, enablement, regional expertise, and process-building rather than repetitive project churn
• Lead complex or strategic Edwin implementations for enterprise and high-value customers
• Design advanced Edwin solutions that coordinate with Envision, core PS/PM ownership, ITSM workflows, third-party observability sources, FDE support, and partner-delivered work
• Own architecture for complex event ingestion, alert correlation, enrichment, investigation, incident creation, ticket routing, escalation, remediation, and value reporting
• Support major customers where continuity, regional context, Project transition planning, or advanced technical judgment is required
• Ensure complex implementations drive measurable time-to-value while protecting core PS capacity and customer continuity