Associate Cloud Architect - Unified Support

The Associate Cloud Architect (CA) is responsible for providing in-depth technical expertise to the Unified Support Organisation, owning the overall design of IFS Cloud Services offering and driving operational excellence. 

This role is to work within the CCOE – Cloud Architect team, specialising in IFS Cloud, IFS.ai (Nexus) as well as support for our IFS Apps10 service offering.

Associate Cloud Architects primary role:

• Provide 3rd line support to the Unified Support Service Operation teams
• Integrating new cloud services (applications and infrastructure) into the organization's portfolio, specifically focused around IFS Cloud and IFS.ai shared. 
• Planning, coordinating, and supervising activities related to the integration of enterprise information systems.
• Ongoing and continual improvement of services to give our Unified Support organisation the best knowledge, training, documentation and tooling to provide the best level of support for our customers. This may consist of new Knowledge Transfer initiatives, more supporting documentation (KBA’s) along with any additional tooling to help reduce manual effort and improve our ability to support our IFS Cloud customers. 
• Provide the Service Operations team with support for highly-complex customer escalations, when required. 
• Working closely with R&D to help co-ordinate and deliver against a set of requirements defined in during the Go-To-Operations (GTO) process
• Working closely with the Cloud Security Operations Center (CSOC) team to evaluate, plan and implement from start-to-finish all new Azure Secure Score recommendations.
• Use ones own initiative to drive future platform improvements.
• Continuously review platform costs and identify new ways where costs can be optimised.
• Identify any knowledge gaps within the Unified Support Vertical(s) and provide the necessary KBAs and KT sessions to support the development of others.    

Responsibilities include: 

• Design and implement an integration architecture that is scalable, reliable, easily maintainable, and customizable
• Continuously developing the design to maximize efficiency and to leverage 3rd party capabilities where beneficial (e.g. new facilities provided by the Azure platform or by the Managed Service Provider). 
• Extending and enhancing the design to support new and evolving product and service requirements. 
• Supporting operational teams by exception.  For example, to provide technical input for incidents, support for Root Cause Analysis (RCA), and relevant follow-up resolution. 
• Investigating and recommending improvements to operational processes to improve efficiency, automate routine tasks, and adopt industry best practices. 
• Internal and external communication, discussions, presentations and knowledge transfer sessions within the Unified Support organisation. 
• Identify new ways to reduce platform costs
• Frequent Proof-of-Concept work to validate new security initiatives and platform optimisations.