Staff Technology Delivery Architect

Staff Technology Delivery Architect will serve as two hat entity. This role involves collaborating with various technical departments to understand and processes, identify areas for improvement, and suggest work development to enhance efficiency and effectiveness implementation and operations.

This role also involves working closely with Tier 1 and Tier 2 support teams, as well as with customers, to resolve complex issues, optimize network performance, and ensure the stability and reliability of SD-WAN services.

Make an Impact by:

Product Gate Reviews:

1. Ensure that all necessary technical documentation, deliverables, are define and can be supported both by Implementation and Operations team.
2. Ensure that both Day 1 and Day 2 delivery teams are fully capable of supporting the new product, both technically and operationally, providing ongoing support maintenance and lifecycle. 
3. Review existing processes to identify any areas that need adjustment or improvement, ensuring the new product's processes are optimized and seamlessly integrated.
4. Facilitate workshops and meetings to discuss process improvements and gather feedback from internal stakeholders.

Technical Escalation Tier3

• Be a focal point for the customer’s operational and technical needs and become a trusted advisor with customers by deeply understanding their network  and aligning their needs with Singtel solutions.
• Act as a customer advocate internally while effectively collaborating with internal teams including Technical Assistance Center, product management, engineering, pre-sales and quality management.
• Engage directly with customers to explain technical issues, provide detailed solutions, and deliver comprehensive Root Cause Analysis (RCA) reports.
• Maintain clear and effective communication with customers, ensuring they are informed and satisfied with the technical support provided.
• Advanced Support and Troubleshooting:
• Assist Tier 1 and Tier 2 with escalated issues, offering experienced troubleshooting and solutions.
• Analyze and fix complicated technical issues with SD-WAN services and infrastructure.
• Participate, lead and resolve major incidents, by attending customer crisis call until resolution, and help to push escalations to principal vendors.
• Conduct root cause analysis for recurring issues and implement permanent fixes to prevent future occurrences.

Skills for Success:

• Experience in managing multiple product portfolio
• Knowledge in creating detailed flow charts to visually represent business processes, workflows, and technical architecture drawings.
• Strong proficiency in flow charting software (e.g., Microsoft Visio, Lucidchart) and other process modelling tools
• Knowledgeable in understanding of business process management (BPM) principles and methodologies
• Has experience working as an SDWAN or Internet to MPLS Migration (must)
• Strong technical skills with an emphasis on SDWAN Networking, MPLS, TCP/IP, and Security
• Experience working with multi Vendor setup from LAN Switches, Core, ACI and Firewalls.
  Strong Knowledge in LAN Setup Campus with LAN Wifi and network automation networks.
• Great troubleshooting abilities and passion to dive into complicated technical problems in real production environments.
• Experience working with Cloud, SaaS technology provider (advantage).
• Excellent oral and written communication skills with a passion for working with customers.
• Ability to adapt and work efficiently in a rapidly changing dynamic environment with a willingness to manage multiple simultaneous projects.
• Ability to work with globally dispersed, cross-cultural team.
• Primarily office-based and able to support oncall rotation escalation.
• Can work on weekends, nightshifts and public Holidays.