AI-Enabled Service Desk Platform Architect

We're Hiring: AI-Enabled Service Desk Platform Architect

Location: PAN India

Company: Tech Mahindra

Experience: Senior-level architecture and product/platform engineering experience

Tech Mahindra is looking for an experienced AI-Enabled Service Desk Platform Architect.

This is a build-first role. We are looking for someone who has previously designed and built reusable platforms, products, accelerators, MVPs or technical frameworks from the ground up, rather than only managing Service Desk delivery or creating customer-specific managed-service offerings.

Key Responsibilities

• Architect and build a reusable, AI-enabled Service Desk platform.
• Develop capabilities for ticket intake, classification, routing, knowledge retrieval, resolution recommendations, workflow execution and escalation.
• Design a platform that can integrate with ServiceNow and other ITSM/ticketing systems.
• Build prototypes, MVPs, reusable assets and production-ready capabilities before customer-specific implementation.
• Translate Service Desk challenges into technical product features and engineering roadmaps.
• Work closely with engineering teams on coding, prototyping, APIs, integrations and architecture.
• Productize the capability for reuse across multiple customers.
• Support demonstrations and go-to-market activities after the core capability is ready.

Must-Have Experience

• Proven experience building a technology platform, product, accelerator, MVP or reusable IP from scratch.
• Hands-on technical experience in coding, prototyping, APIs, integrations or product engineering.
• Strong understanding of Service Desk and ITSM processes, including Incident, Request, Knowledge, Catalog, SLA, escalation and L1/L1.5 support.
• Experience integrating ServiceNow or other ticketing platforms such as Jira, BMC, Freshservice or Zendesk.
• Experience creating AI-enabled automation for ticket triage, classification, routing, knowledge retrieval, agent assistance or workflow actions.
• Strong understanding of platform architecture, security, governance, observability and production readiness.
• Evidence of reusable capability that was built before customer onboarding and later configured or deployed across customers.

Good to Have

• ServiceNow technical architecture and development experience.
• AI/ML, GenAI, AIOps or intelligent automation exposure.
• Cloud, microservices, APIs, CI/CD and DevOps experience.
• Experience taking a technical product from prototype or MVP to production.
• Understanding of enterprise Service Desk metrics such as FCR, AHT, MTTR, deflection, SLA adherence and agent productivity.

This Role May Not Suit Profiles Focused Primarily On

• Service Desk operations or delivery management
• ITIL process governance
• ServiceNow administration without technical architecture
• Presales or GTM without product-building experience
• Customer-specific automation without reusable platform capability