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The Associate Service Desk Analyst role provides 1st-level service support for Adaptavist's Managed Services customers. The role handles incident management and ticket lifecycle from triage through debugging to smoke testing and resolution in line with SLAs. Responsibilities include delivering professional customer service, owning assigned issues, performing problem-solving, and assigning issues to the appropriate Systems Engineer. It serves as the main coordination point for the incident team, delivering updates to customers and stakeholders and escalating blockers when needed. It also involves creating and maintaining incident documentation, supporting root-cause analysis, and conducting smoke testing prior to releasing solutions to production.

The role centers on configuring and troubleshooting Cloud/Virtualised Infrastructure, operating systems, applications, databases, backups, and automation to meet client technical requirements and SLAs. It involves deep administration, problem-solving, escalation handling, service excellence, and clear communication with clients and internal teams. The candidate will apply AWS cloud knowledge across services like EC2, RDS, EKS, ECS, EFS, WAF, ELB, and Lambda, plus configuring a range of applications including Jira/Confluence, GitLab, Harness, SonarQube, and Adaptavist products. Responsibilities include maintaining web servers, storage, networking and security to satisfy client specs and performance targets, using IaC tools like Ansible and Terraform for infrastructure management, and managing databases. The role also emphasizes using virtualization and cloud technology to ensure resilient infrastructures and proactive identification of risks with contingency planning.

The Senior Solution Engineer engages with clients in a consultative way, applying deep technical knowledge of Adaptavist services to diagnose challenges and guide solutions, while building relationships across customers and the organization to move opportunities forward. They collaborate with Account Management and Sales to develop strategic, technically informed sales opportunities, perform technical discovery, craft problem statements, and position additional Adaptavist products and services, while deepening knowledge in practices such as Cloud, ITSM, DevOps, Agile, and Work Management. They drive client retention by acting as a trusted advisor through high-level business conversations and identifying future opportunities, coordinating with delivery teams to ensure engagements address the agreed problem statements. In collaboration, they assist with development of technical solutions and packages, support expansion in key accounts, coordinate proposal development, participate in quarterly business reviews, and leverage CRM to analyze accounts and plan actions. They promote customer advocacy by supporting marketing campaigns, leading customer demonstrations with partners (Atlassian, GitLab, AWS), participating in events, providing thought leadership, and conducting competitive analysis to identify new business development while communicating complex technical messages to diverse stakeholders.