Solution Architect

TCS Hiring!!!

Location: Bangalore

Experience: 8 to 12 Years

Role & responsibilities

AI / GenAIDriven Solution Design

• Architect AI-first / GenAI-enabled Service Desk solutions using:
• Virtual agents, agent assist, conversational AI, and automation
• AI-led triage, resolution guidance, ticket summarization, and knowledge creation
• Self-help, self-heal, and contact deflection use cases
• Define practical GenAI adoption across the Service Desk lifecycle, ensuring:
• Measurable productivity, SLA, and experience improvements
• Alignment to enterprise security, data privacy, and responsible AI standards

Service Desk Delivery–Led Solutioning (Critical)

• Leverage hands-on Service Desk delivery and operations experience to:
• Design realistic support models
• Define staffing, shifts, skill pyramids, and escalation paths
• Demonstrate strong ground-level understanding of:
• SLAs, KPIs, XLAs, service credits, and operational risks
• Incident, Request, Major Incident, Knowledge, and Quality processes
• Daily delivery challenges and transition risks
• Use data analysis (volume trends, AHT, MTTR, backlog, deflection, CSAT) to drive:
• Solution assumptions
• Productivity baselines
• Automation and AI benefit cases

RFP, Presales & Managed Services Transformation

• Lead Service Desk solutioning for RFPs, outsourcing, renewals, and transformation deals
• Define:
• Target Operating Models (TOMs) and global delivery strategies
• AI and automation roadmaps for steady-state and transformation
• SLA / KPI / XLA frameworks and governance models
• Support commercial solutioning including:
• FTE modeling and productivity levers
• Automation-led cost optimization
• Outcome- or experience-linked constructs where applicable

Experience & Capability Requirements

• Bachelor’s degree in Computer Science, Information Technology or related field.
• 8 - 12 years of IT Service / Service Desk experience
• Hands-on experience in Service Desk delivery / operations, including:
• SLA/KPI management, reporting, and service stability
• Transition or steady-state delivery ownership
• Prior experience as Solution Architect or Pre-sales Lead for Service Desk services
• Proven exposure to AI / GenAI and automation applications in IT support
• Strong analytical mindset with comfort in data-driven solutioning
• ITIL v4 certified (preferred); ServiceNow or AI-related certifications are a plus
• Strong written and verbal communication