People Matter

Service Architect



Kuala Lumpur, Malaysia
Posted on Monday, July 8, 2024

Service Architect

This role is ultimately responsible for the stable operation and scalability of our cloud services. As a senior member of the Cloud Operation team they will work across the service lifecycle, including the following key activities:

- Service Architecture definition & design

- Technical Bid Support

- Deployment Support & Engagement with Client Architects

- Technical SME & Escalation during deployment and run

- Interaction with Security and Data Privacy functions

- Technical Service Improvement & interaction with DevOps/CloudOps

- Involvement in RCAs following P1 issues

- Cost Management & Optimisation against FSCM forecast

- Training documentation and provision to internal resources on best practice

The Regional Service Architect will report to the Global Service Architect, who in turn will report to the Global Head of Cloud Operations

Job Description

Key Responsibilities:

  • Cloud Service Optimisation: Work closely with cloud service providers (e.g., AWS, Azure) to optimize infrastructure and services for performance and cost-effectiveness.
  • Scalability and Reliability: Design and implement strategies for scaling services to meet growing demand while ensuring high availability and reliability.
  • Monitoring and Incident Management: Develop and maintain monitoring solutions to track the performance and health of cloud-based services. Lead incident response efforts and implement improvements based on post-incident reviews.
  • Security Collaboration: Collaborate with security teams to implement and maintain robust security measures within the cloud environment, ensuring compliance with security best practices.
  • Infrastructure as Code (IaC): Work with IaC tools to automate the deployment, scaling, and management of cloud infrastructure components.
  • Change Management Assurance: Review and assure changes to the cloud environment, ensuring that changes are implemented efficiently, with minimal impact on services
  • Service Level Agreement (SLA) Management: Monitor and ensure adherence to SLAs, collaborating with teams to address deviations and continuously improve service performance.
  • Bid Support: Provide technical expertise and support for bids, contributing to the development of proposals, technical documentation, and bid responses.
  • Documentation & Training: Create and maintain comprehensive documentation related to the cloud architecture, operational procedures, and best practices. Mentor and train practitioners in cloud operations team.
  • Service Health Optimisation: Continuously assess and optimize the health of cloud services, identifying areas for improvement and implementing changes to enhance performance.
  • Capacity Planning: Collaborate with teams to perform capacity planning and ensure that the infrastructure can support current and future service requirements.
  • Collaboration with Development Teams: Work closely with development teams to understand service architecture, provide operational insights, and facilitate the smooth deployment of new features and services.

Qualifications/ideal experience:

  • Bachelor's or Master's degree in Computer Science, Software Engineering, or a related field.
  • Proven experience in a Cloud Operations Service Architect or similar role within a SaaS environment.
  • Expertise in maintaining, scaling, and optimizing cloud-based services.
  • Familiarity with cloud platforms (e.g., AWS, Azure, GCP) and proficiency in cloud-related technologies.
  • Strong understanding of cloud security principles and best practices.
  • Experience with monitoring tools and incident management in a cloud environment.
  • Proficient in Infrastructure as Code (IaC) tools for automation (CloudFormation, Terraform, BitBucket, Bamboo etc).
  • Experience in change management assurance, SLA management, and bid support.
  • Excellent collaboration and communication skills.
  • Strong problem-solving and analytical abilities.

About Us

Who we are:

SymphonyAI is building the leading enterprise AI SaaS company for digital transformation across the most critical and resilient growth industries, including retail, consumer packaged goods, financial crime prevention, manufacturing, media, and IT service management. Since its founding in 2017, SymphonyAI today serves 1500+ Enterprise customers globally and has grown to 2,500 talented leaders, data scientists, and other professionals across over 20 countries.

Join our dynamic team and contribute to our sales success by leveraging your expertise in sales operations, bid management, and executive support. Apply now to be a part of our exciting journey and make a significant impact on our growth!