Senior Solution Architect based at Mumbai

Job Description:

Key Responsibilities:

1. Solution Architect:

• Pre-Sales Support: Work with sales to understand client needs, conduct solution demos, and address technical inquiries.
• Solution Design: Design scalable, secure solutions that meet customer requirements and company standards.
• Tender & RFP Response: Lead the technical response process for tenders, creating detailed proposals, diagrams, and cost estimates.
• Industry Awareness: Stay updated on industry trends and competitor offerings to position the company’s solutions effectively.
• Collaboration: Coordinate with technical teams and facilitate smooth transitions from pre-sales to post-sales phases.

1. Enterprise Service Assurance:

Service Management

1. Ensure compliance with agreed SLAs (Service Level Agreements) and KPIs for enterprise customers.
2. Monitor and report service performance metrics.
3. Coordinate resolution of customer-impacting issues in collaboration with NOC and technical teams.

Customer Engagement

1. Serve as the primary service assurance contact for assigned enterprise accounts.
2. Lead regular service review meetings with clients.
3. Maintain a high level of customer satisfaction through proactive communication and issue resolution.

Incident and Problem Management

1. Escalate and manage critical incidents affecting enterprise customers.
2. Conduct root cause analysis (RCA) and implement corrective and preventive actions (CAPA).
3. Manage major outage communications and updates to customers.

Process and Continuous Improvement

1. Drive initiatives to improve service quality and operational efficiency.
2. Develop and refine standard operating procedures (SOPs) for customer service assurance.
3. Collaborate with internal teams for service improvement plans.

Reporting and Analytics

1. Generate detailed service performance and incident reports.
2. Analyze trends to identify systemic issues affecting enterprise customers.
3. Present reports to internal stakeholders and customers during review meetings.

Desired Profile / Criteria / Skills :

Qualifications & Skills

• Technical: Expertise in networking, cloud services, security protocols (e.g., SD-WAN, VPN), and familiarity with cloud providers.
• Business: Strong RFP/tender response skills, proposal writing, and customer-focused communication.
• Experience: 15+ years in solution architecture or pre-sales in telecom/ISP.
• Education: Bachelor’s in Telecom/IT or related; certifications like CCNA/CCNP or AWS are a plus.