Solution Architect  

Core Responsibilities

• Attend meetings with MICTS Business Development to determine technical and business requirements and ensuring that all necessary information is collated prior to producing a solution.
• Create and confidently deliver technical presentations internally and externally.
• Review, interpret and respond to detailed client requirements specifications to ensure alignment between customer expectations and current or future SAP capability.
• Provide input to the strategic direction of technology investments to assist in the development of the enterprise architecture and maximize the return on technology investment.
• Within the agreed architecture, define and design technology solutions to assist the Business Units in meeting their business objectives.
• Develop, test and implement technology solutions and report on delivery commitments to ensure solutions are implemented as expected and to agreed timeframes.

Business Operations Management

• Ensure Service Operations technology tools & logistical resources are always available in providing uninterrupted service offering to its clients.

Business Relationship Management

• Professionally represent Trends management; enriching client relationships and providing expertise, composure and competence.

Service Operations Management

• Perform advanced Analysis and Troubleshooting.
• Document findings in an easy to read format and be able to provide proper documentation/s as needed.
• Perform root cause analysis.

Service Operations Management - Incident Management

• Perform fixes and solutions on incidents that are not documented and ensuring advise to next level of escalation is performed.

Change Management

• Execute changes based on published MOP (Methods of Procedure).

Information Management

• Promote and contribute to Service Operations’ information and knowledge repository.

Qualifications

A. Minimum Education

• Must be a graduate of Computer Studies/Computer Engineering/Information Technology/Electronics Engineering or equivalent

B. Minimum Experience/Training

Experience

• Have at least 4 years of working experience in Server administration environment. (DNS/DHCP/AD/GPO & Objects)
• Have at least 6 years working experience in Operations Support (Level 3) like BPO environment monitoring mission critical systems

Training & Certification Requirement

• ITIL Foundation
• Microsoft Certification or related certification
• Linux or Unix trainings or related certification
• VMWare training or related certification
• Cloud Trainings or related certification

Training & Certification Development

Technical Training

• Microsoft Certification or related certification
• Linux or Unix trainings or related certification
• VMWare training or related certification

Management Training

• Developing Excellent Supervisors
• Coaching & Mentoring Essentials
• 6 Cs of Customer Service

C. Competency

Technical Skills

(A) Server Administrator (DNS/DHCP/AD/GPO & Objects)

(A) Windows Patching (WSUS, HEAT, SCCM)

(A) Virtualization; VirtualBox, VMware ESXi and Hyper-V

(A) Data Storage and Backup; RAID, Image and Replication, Hitachi

(A) Citrix Technology

(A) Advanced knowledge of system vulnerabilities and security issues

(A) Basic understanding of insurance goals and practices

(I) Network Troubleshooting

(A) ITIL

(A) Identity and access manager principles

(N) Office 365 Security

(N) Cloud Technology

(F) - Familiar / 0-12 months

(N) - Novice / 1-2 years

(I) - Intermediate / 3-4 years

(A) - Advanced / > 5 years

Communication Skills

(A) Speaks clearly and can be easily understood.

(A) Expresses & speaks ideas in a logical and organized sequence.

(A) Writes clearly, concisely and effectively.

(A) Expresses ideas in a logical and organized sequence in written form.

(F) - Familiar / 0-12 months

(N) - Novice / 1-2 years

(I) - Intermediate / 3-4 years

(A) - Advanced / > 5 years

Have at least 3-years’ working experience coordinating with partners and clients

Abilities

• Must work well under pressure
• Must have good interpersonal skills
• Must be proactive when identifying potential issues
• Must show strong & effective coaching capabilities
• Must show strong customer management skills
• Must prepare well-organized and comprehensive reports tailored to its audience
• Able to effectively assess tasks & risks to prioritize work
• Able to approach a complex task by breaking it down into its component parts and considering each part in detail