Solutions Specialist (Consulting & Managed Services)

Essential Duties and Responsibilities:

1. Major Incident Ownership & RCA Leadership

• Own L3–L4 escalations, drive RCA, define preventive actions.
• Lead incident bridges and ensure clear communication.
• Engage Microsoft Support for complex escalations.

2. Customer Advisory, Workshops & Technology Planning

• Conduct workshops, roadmap discussions and governance alignment sessions.
• Present service reviews and improvement recommendations.
• Represent technical leadership during customer engagements.

3. Vendor/Microsoft Engagement & Governance Alignment

• Coordinate cross-vendor technical resolutions.
• Work with Microsoft principals on solution guidance.
• Ensure compliance with standards, governance and MS best practices.

4. Service Quality, Mentoring & Improvement

• Mentor junior engineers and Specialist and validate their work.
• Improve MS review readiness, service quality and operational maturity.
• Enhance documentation, SOPs and QA processes.

Education and/or Work Experience Requirements:

• Minimum 4 years of hands-on infrastructure, cloud implementation or managed services experience.
• Experience in an enterprise or SI environment (Microsoft preferred).
• Strong troubleshooting and root-cause analysis skills essential for handling escalations.
• Good understanding of Microsoft cloud technologies, including Azure, M365, identity, networking, security and Data & AI.
• Ability to lead technical discussions with customers, partners and delivery teams.
• Strong analytical skills with the ability to understand complex technical problems and design effective resolutions.
• Strong ownership, accountability and ability to work independently.
• Excellent communication and customer engagement abilities, with proven experience handling client-facing roles.
• Willingness to travel for short-term or long-term project assignments, reflecting the consulting lifestyle.
• Positive attitude with a continuous learning mindset toward Microsoft technologies.