Senior Technical Architect

Job Description

You have to do work from office from Perficient Nagpur Location. As a Senior Technical Architect, you will provide best-fit architectural solutions for one or more projects; you will assist in defining scope and sizing of work; and anchor Proof of Concept developments. You will provide solution architecture for the business problem, platform integration with third party services, designing and developing complex features for clients business needs. The Senior Technical Architect will provide technology direction, ensures project implementation compliance, and utilizes technology research to innovate, integrate, and manage technology solutions. You will collaborate with some of the best talent in the industry to create and implement innovative high quality solutions, participate in Sales and various pursuits focused on our clients business needs. This role is considered part of the Business Unit Leadership team and may mentor Junior Architects and /or development team members. Perficient is always looking for the best and brightest talent and we need you! we're a quickly-growing, global digital consulting leader, and we're transforming the world s largest enterprises and biggest brands. you'll work with the latest technologies, expand your skills, and become a part of our global community of talented, diverse, and knowledgeable colleagues. Role Description: As a SDM (Service Delivery Manager) you will be responsible to lead, manage and oversee Managed Services engagements that require 24/7 coverage, monitoring, and SLA based tiered Support. This role involves coordinating with various teams (Internal/Onshore teams, 3 rd Parties, Clients) to ensure seamless service delivery as per client expectations and service level agreements (SLAs). The SDM will closely work with support teams, onshore project leads, practice & delivery leads to ensure escalation free MSO service delivery to the clients. Key Responsibilities: Team Management and Leadership: Lead and manage a team of support professionals, including recruiting, mentoring, and evaluating staff performance. Create a collaborative and productive environment, fostering a customer-focused culture. Ensure team readiness for 24x7 operations, including shift scheduling, resource allocation, and backup planning. Service Delivery & Operations: Oversee daily operations to ensure all incidents, requests, and changes are handled according to SLA requirements. Act as the primary point of escalation for critical incidents, ensuring timely resolution and customer communication. Develop and implement processes and procedures to streamline operations and improve service delivery. Ensure adherence to ITIL best practices and maintain accurate documentation for all support processes. Understand training/certifications requirements for the team based on business needs and coordinate for tracking & completion as per defined timelines. Incident and Problem Management: Manage major incidents and provide timely and effective communication to stakeholders. Conduct post-incident reviews, ensuring that root cause analyses are performed, and preventative measures are put in place. Collaborate with project, development, infrastructure, and third-party vendors to resolve complex technical issues and minimize recurrence. Continuous Improvement: Identify and implement opportunities to enhance support services, reduce incident rates, and improve response times. Work with technical teams to recommend and develop automation tools and solutions to optimize support processes. Establish key metrics to measure team performance, identify trends, and drive improvement initiatives. Stakeholder Management & Communication: Maintain strong relationships with onshore teams, customers, ensuring alignment on expectations, SLAs, and service quality. Provide regular service delivery reports and updates to management and clients, including performance metrics and service improvements. Lead and participate in regular service review meetings with internal teams and clients to address any issues and discuss service enhancements. Compliance and Risk Management: Ensure adherence to all compliance, security, and regulatory standards as required by the client. Maintain a thorough understanding of application dependencies and associated risks, working to mitigate them proactively. Collaborate with internal audit and security teams to meet organizational and industry compliance standards. Qualifications: Education: bachelors degree in Computer Science, Information Technology, Business Administration, or a related field. Experience: 4-6 years of experience in IT Service Delivery or Enterprise Support Proven experience managing 24x7 support teams in a high-availability, high-demand environment. Strong understanding of ITIL principles and experience in incident, problem, and change management. Technical Skills: Familiarity with common application support technologies, monitoring tools, and ticketing systems (ServiceNow, Jira, etc). Knowledge of cloud environments (AWS, Azure) and DevOps practices is a plus. Strong troubleshooting and analytical skills, with an understanding of both infrastructure and application layers. Soft Skills: Excellent communication and interpersonal skills, with the ability to work effectively across teams and with customers. Strong organizational skills and the ability to handle multiple priorities in a fast-paced environment. Proven leadership capabilities, including the ability to motivate and develop teams. Problem-solving mindset with a focus on continuous improvement. Preferred Certifications: ITIL Foundation or higher certification PMP or other project management certifications Relevant technical certifications (AWS, Azure, etc) are a plus