Sr. Solutions Architect, Edwin AI

9 days ago

London, United KingdomSenior

Responsibilities

Lead complex or strategic Edwin implementations for enterprise and high-value customers.
Design advanced Edwin solutions integrating with Envision, ITSM workflows, third-party observability sources, FDE support, and partner-delivered work.
Own architecture for event ingestion, alert correlation, enrichment, investigation, incident creation, ticket routing, escalation, remediation, and value reporting.
Support complex customer environments through continuity planning, regional context, project transitions, and advanced technical judgment.
Reduce delivery risk, improve time-to-value, mentor others, build repeatable delivery practices, and provide structured feedback to Product and Engineering.

6+ years of experience in Solutions Architecture, Professional Services, implementation consulting, enterprise SaaS delivery, technical architecture, or advanced customer engineering.
Strong working knowledge of service delivery, observability and monitoring handoff points, data flows, ITSM workflows, third-party observability sources, and customer operations ecosystems.
Deep working experience with ServiceNow, Freshservice, and ConnectWise.
Experience designing integrations across monitoring, observability, APM, ITOM, analytics, and workflow platforms.
Advanced ability to translate tasks, events, alerts, incidents, tickets, changes, escalations, and remediation steps into ITOps workflows.
Strong understanding of event correlation, alert noise reduction, ticket enrichment, routing, escalation, incident lifecycle design, and operational handoffs.

The position is located in London, England, near Waterloo and Blackfriars on the Southbank.
The role follows a hybrid working arrangement.
The employer provides an inclusive workplace and reasonable accommodation support for candidates.

1,001-5,000 employees