Associate Architect

We are seeking an experienced Associate Architect to oversee the delivery of data platform and analytics services in a managed services model. The ideal candidate will have strong experience supporting Talend, AWS, and Snowflake environments, managing production support operations, and serving as the primary point of contact for customers. This role requires excellent stakeholder management, operational rigor, and regular customer communication through daily status updates and reports.

Key Responsibilities

Own end-to-end service delivery for assigned customer accounts, ensuring adherence to SLAs, KPIs, and contractual commitments.

Manage and oversee production support operations for data platforms built on Talend, Snowflake, and AWS.

Act as the primary customer-facing contact, ensuring effective communication and issue resolution.

Prepare and send daily status reports, operational metrics, incident summaries, and service updates to customers.

Lead incident, problem, and change management activities in a managed services environment.

Coordinate with technical, infrastructure, and support teams to ensure timely resolution of incidents and service requests.

Monitor service performance, identify risks, and proactively implement improvement plans.

Conduct service review meetings with customers and internal stakeholders.

Ensure compliance with delivery processes, escalation procedures, and governance standards.

Drive continuous improvement in service quality, operational efficiency, and customer satisfaction.

Required Skills & Qualifications:

12+ years of IT experience and 3-4 years in a Service Delivery Manager or similar customer-facing delivery role.

Proven experience working in a Managed Services model.

Strong understanding of production support operations for enterprise data platforms.

Hands-on or functional knowledge of: Talend, Snowflake, AWS

Experience managing incidents, SLAs, escalations, and service reporting.

Strong customer communication skills, including preparation of daily status reports and dashboards.

Ability to work with cross-functional teams across development, support, and operations.

Excellent organizational, coordination, and problem-solving skills.

Preferred / Good-to-Have Skills:

ITIL certification or strong familiarity with ITIL processes.

Experience managing offshore/onshore delivery teams.

Exposure to data warehousing, analytics platforms, or cloud data ecosystems.

Experience handling multiple customers or accounts simultaneously.