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This role provides configuration and troubleshooting of cloud/virtualized infrastructure, software, and operating systems for clients to meet technical requirements, including apps, databases, backups, and automation, with issue resolution under SLAs. It focuses on tailoring services to client needs while maintaining quality standards and acting as a technical and client escalation point. Daily responsibilities include delivering service excellence, identifying problems and solutions, communicating openly with stakeholders, and analyzing information to support decisions. The role requires leveraging AWS cloud knowledge (EC2, RDS, EKS, ECS, EFS, WAF, ELB, Lambda) and configuring applications, including Jira/Confluence, GitLab, Harness, Sonarqube, and Adaptavist products, across platforms. It also involves OS/storage management, web server maintenance, networking and security, infrastructure as code (Ansible, Terraform), database design/management, virtualization/cloud technologies for resilient performance, and risk contingency planning.

The Associate Service Desk Analyst provides 1st line support and incident management for Adaptavist’s Managed Services, working to resolve issues within the defined SLAs. They manage the full ticket lifecycle from triage and debugging to smoke testing and final resolution. The role focuses on delivering excellent customer service, keeping customers informed, and resolving issues quickly to help retain clients long-term. Key duties include owning issues, creating and triaging tickets, applying problem-solving techniques, assigning to the appropriate Systems Engineer, coordinating with the team, communicating updates to customers and stakeholders, and escalating when blocked. They also contribute to incident documentation, support root cause analysis, and assist with smoke testing prior to releasing solutions to production systems.

The Senior Solution Engineer at The Adaptavist Group engages with clients in a consultative, cross-stakeholder manner to discover challenges and propose solutions, using technical service knowledge to guide discussions and move opportunities forward with Account Management and delivery teams. They collaborate on solution architecture, attend sales calls from a technical perspective, conduct deep technical discovery, develop problem statements, craft solutions, and expand reach in key accounts by positioning additional products and services across the Adaptavist Group while gaining expertise in at least one practice (Cloud, ITSM, DevOps, Agile, Work Management). The role aims to drive client retention by maintaining trusted-advisor status through high-level business conversations and identifying future opportunities within practices. In addition to technical work, they coordinate with colleagues on customer solution proposals, participate in quarterly business reviews, leverage CRM to track interactions and plan strategic actions, and assist in expanding in key accounts and campaigns. They also handle customer advocacy by delivering demonstrations of Adaptavist solutions and partners (predominantly Atlassian, GitLab and AWS), participating in industry events, providing thought leadership, supporting marketing campaigns, and conducting competitor analysis to plan tactical actions and ensure delivery meets the agreed problem statement.