Lead Solutions Architect, Edwin AI

LogicMonitor; Greater London; On-site; GBP 90,000 - 130,000; Full time

Job summary

LogicMonitor in London is seeking a Senior Lead Solutions Architect to own complex Edwin implementations for enterprise clients. You will define architecture, coordinate with Envision, ITSM workflows, and partner-delivered work while guiding multi‑platform integrations.

You will mentor delivery teams, reduce risk, and scale repeatable practices, ensuring time‑to‑value and strong customer continuity across strategic accounts.

Qualifications

• 6+ years in Solutions Architecture or related senior delivery roles
• Strong knowledge of service delivery and ITSM workflows
• Deep experience with ITSM platforms such as ServiceNow, Freshservice and ConnectWise
• Experience designing integrations across monitoring, observability and analytics
• Ability to translate events into IT ops workflows and handoffs
• Proven track record delivering enterprise SaaS implementations

Responsibilities

• Lead complex Edwin implementations for enterprise customers
• Design Edwin solutions coordinating with Envision, ITSM, third‑party sources and partners
• Own architecture for event ingestion, alerting, enrichment, and incident lifecycle
• Mentor delivery teams and reduce project risk while scaling delivery
• Drive time‑to‑value and maintain customer continuity across accounts

Skills

Solutions Architecture

Professional Services

ITSM workflows

Observability

Integration design

Enterprise SaaS

Tools

ServiceNow

Freshservice

ConnectWise

Job description

About Us

We love going to work and think you should too. Our team is dedicated to trust, customer obsession, agility, and striving to be better everyday. These values serve as the foundation of our culture, guiding our actions and driving us towards excellence. We foster a culture of performance and recognition, allowing us to transform growth as we enable our employees to do the best work of their careers.

About Us

We love going to work and think you should too. Our team is dedicated to trust, customer obsession, agility, and striving to be better everyday. These values serve as the foundation of our culture, guiding our actions and driving us towards excellence. We foster a culture of performance and recognition, allowing us to transform growth as we enable our employees to do the best work of their careers.

This position is located in London, England.

Our office is situated in a core location near Waterloo and Blackfriars on the Southbank. Across the globe, our Centers of Energy serve as hubs where we accelerate productivity and collaboration, inspire creativity, and cultivate a culture of connection and celebration. Our teams coordinate their time in Centers of Energy to reflect how they work best.

To learn more about life at LogicMonitor, check out our Careers Page.

What You’ll Do

LogicMonitor® is the AI‑first hybrid observability platform powering the next generation of digital infrastructure. LogicMonitor delivers complete visibility and actionable intelligence across on‑premises, cloud, and edge environments. By anticipating issues before they strike, optimizing resources in real time, and enabling faster, smarter decisions, LogicMonitor helps IT and business leaders protect margins, accelerate innovation, and deliver exceptional digital experiences without compromise.

Our customers love LogicMonitor's ability to bring cloud and traditional IT together into one view, as seen in minimal churn rates, expansion business, and exciting new customer references. In fact, LogicMonitor has received the highest Net Promoter Score of any IT Infrastructure Management provider. LogicMonitor also boasts high employee satisfaction. We have been certified as a Great Place To Work®, and named one of BuiltIn's Best Places to Work for the seventh year in a row!

The Lead Solutions Architect, Edwin, owns complex and strategic Edwin implementations and operating‑model handoffs within the AI Delivery motion, especially where Edwin runs in parallel with Envision, third‑party data sources, ITSM workflows, FDE support, or partner delivery.

This role acts as a senior technical advisor, regional or domain subject‑matter expert, mentor, and cross‑functional delivery leader. The Lead Solutions Architect handles complex customer environments, advanced ITSM workflows, multi‑platform integrations, pre‑sales validation, repeatable delivery patterns, Project transition risks, and structured feedback to Product and Engineering.

This role is not simply "more implementations." The Lead Solutions Architect is expected to reduce delivery risk, improve time‑to‑value, mentor others, build repeatable practices, and help scale delivery beyond individual heroics. That aligns with the transcript discussion around senior roles focusing on strategic work, complex accounts, enablement, regional expertise, and process‑building rather than repetitive project churn.

Here’s a closer look at this key role

• Lead complex or strategic Edwin implementations for enterprise and high‑value customers.
• Design advanced Edwin solutions that coordinate with Envision, core PS/PM ownership, ITSM workflows, third‑party observability sources, FDE support, and partner‑delivered work.
• Own architecture for complex event ingestion, alert correlation, enrichment, investigation, incident creation, ticket routing, escalation, remediation, and value reporting.
• Support major customers where continuity, regional context, Project transition planning, or advanced technical judgment is required.
• Ensure complex implementations drive measurable time‑to‑value while protecting core PS capacity and customer continuity

What You’ll Need

• 6+ years experience in Solutions Architecture, Professional Services, implementation consulting, enterprise SaaS delivery, technical architecture, or advanced customer engineering.
• Strong working knowledge of service delivery, observibility/monitoring handoff points, data flows, ITSM workflows, third‑party observability sources, and the broader customer operations ecosystem.
• Deep working experience with ITSM platforms such as ServiceNow, Freshservice, and ConnectWise.
• Experience designing integrations across multiple 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.

LogicMonitor is an Equal Opportunity Employer

At LogicMonitor, we believe that innovation thrives when every voice is heard and each individual is empowered to bring their unique perspective. We’re committed to creating a workplace where diversity is celebrated, and all employees feel inspired and supported to contribute their best.

For us, equal opportunity means fostering a truly inclusive culture where everyone has the chance to grow and succeed. We don’t just open doors; we invite you to step through and be part of something bigger. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

#BI‑Hybrid

Our goal is to ensure an accessible and inclusive experience for every candidate.

If you need a reasonable accommodation during the application or interview process under applicable local law, please submit a request via this Accommodation Request Form.

Know your rights: workplace discrimination is illegal.