Solutions Delivery Architect (Nationwide and Canada)

Headquartered in Silicon Valley, with offices located worldwide, OpsRamp is a modern SaaS platform company that’s just entered its next stage of growth with new investment from Morgan Stanley, HPE, and Sapphire Ventures. We’re disrupting the $28 billion-dollar market of IT operations management, fundamentally changing how IT teams support the business through infrastructure management.

As one of Forbes’ Top Cloud Computing Companies to Work For, our mission is to simplify and transform IT operations. OpsRamp is an IT operations management (ITOM) platform that allows enterprise IT teams and managed service providers to control the chaos of modern digital infrastructure. We do this through hybrid discovery and monitoring, event and incident management, remediation, and automation, powered by AI. We help our enterprise and MSP customers avoid costly outages and performance issues that result in lost revenue and productivity.

It’s truly the dawn of a new era for a major market, and we’re in the center of it. Are you ready to join the future of IT operations?

The OpsRamp Solution Delivery Architect reports to the Director of Implementation and Shares Services and is responsible for working collaboratively with the sales team, solution architects, remote delivery technical resources, Customer Success Technical Managers (CSTM), and customers to successfully manage and deliver client implementations.

The Solution Delivery Architect will work with both customers and the OpsRamp technical implementation team to ensure OpsRamp is delivered in a consistent and high-quality manner that can be continually improved through repeated experience with multiple customers. This includes developing clear and concise customer requirements based on an existing Statement of Work (SOW), ensuring the team is working towards the correct solution for the customer, the customer is understanding of the solution, and that any potential gap or issue is identified and brought to the attention of the correct OpsRamp team members and addressed with the customer. Support the delivery team and contribute to the technical implementation. These efforts may be performed locally and regionally and as such, the Delivery Architect will be required to travel to client locations as needed.

Being a customer-facing role, you will work closely with key players, throughout customer organizations from technical staff through the CXO level to build strong working relationships as a trusted advisor. Additionally, the SDA needs to look to the future with the customer, ensuring OpsRamp is aware of any current challenges and/or growth where potential OpsRamp solutions can be proposed.

Responsibilities:

• Understands business challenges and can implement long-term, sustainable technical solutions.

• Ability to become a trusted advisor by building and managing relationships with clients and colleagues

• Able to provide advanced technical consulting and advice to others on the solution and process design

• Ability to perform development activities including Python and Perl scripting

• Have a customer relationship-focused approach to delivery work and the ability to translate technical objectives to business objectives

• Lead Engagement Execution – Can identify and mitigate risk and gaps in customer envisionment with multiple customers simultaneously

• Have strong communication skills and the courage to say what needs to be said in a respectful and tactful way, even if it’s not what people want to hear

• Have the ability to identify renewal and add-on opportunities, using lessons learned and looping them back to Account Executives

• Have an Agile mindset and are value-focused and guided by Agile principles

• Ability to lead pre-implementation workshops to define tactical operational elements

• Wants to be a part of a team of diverse, competent, and reliable individuals who trust one another and feel free to express their feelings and ideas

Requirements

• Minimum of 12 years of implementation experience. With 10+ years in ITOM products

• Consistent track record of successful ITOM implementations

• Experience in handling customer requirements, running workshops, handling overall solution architecture

• You are able to deliver value to customers

• Ability to build relationships both internally and externally

• Excellent organizational skills with the ability to prioritize tasks, take initiative and work with minimal supervision

• Able to work independently but also as a contributing part of the Global professional services and engineering team