Role Description Role Summary We are seeking a Presales Solution Architect with a strong Service Desk and Onsite Support delivery background to lead solutioning for managed Digital Workplace engagements. This role is designed for a professional who understands the operational mechanics of Service Desk environments and can translate them into commercially sound, experience-led solutions. The architect will design and articulate scalable operating models across: Global / Regional Service Desk (L1 / L1.5 / L2)

Onsite and Field Support

Digital Employee Experience (DEX) enablement

Automation and containment strategies

ITSM-led orchestration

Contact centre integrated support environments The individual must be able to develop compelling solution documentation and executive-grade presentations that clearly articulate value, feasibility, and differentiation.

Key Responsibilities Service Desk & Onsite Support Solutioning

Design end-to-end Service Desk and Onsite Support operating models.

Perform ticket analysis and demand modelling (volume, seasonality, channel mix).

Conduct solution sizing including FTE modelling, skill pyramid design, shift planning, and span of control.

Align workflows to ITIL v4 practices across Incident, Request, Knowledge, Major Incident, and Change interfaces.

Define measurable outcomes including MTTR reduction, FCR improvement, digital containment targets, and tickets-per-user optimisation.

Architect DEX-informed proactive support constructs.

Digital Employee Experience (DEX) Enablement

Design solutions leveraging DEX platforms such as:

Nexthink

Lakeside Software

1E

Translate DEX telemetry into operational interventions.

Define proactive remediation, automation triggers, and experience-led governance.

Incorporate DEX metrics into SLA/XLA constructs.





Position DEX as an operational optimisation enabler rather than a tool discussion.

Contact Centre–Integrated Support The candidate is not expected to be a telephony engineer, but must: Understand call routing concepts including IVR, skill-based routing, and queue prioritisation.

Understand omni-channel support models (voice, chat, portal, virtual agent).

Be familiar with leading platforms such as:

Genesys

Amazon Connect

Understand how contact centre platforms integrate with ITSM systems for:

Ticket creation

Screen pop and contextual routing

Call-to-ticket linkage

Workforce optimisation insights The role requires architectural awareness of integration value, not deep platform configuration expertise. Automation & Containment Strategy

Define L0 containment strategies including chatbot and guided workflows.

Align automation roadmap to measurable ticket reduction targets.

Embed AI-assisted triage and knowledge-driven resolution concepts.

Ensure automation is governed and operationally feasible.

Presales & Commercial Structuring

Lead Service Desk–focused RFP/RFI responses.

Conduct discovery workshops and requirements gathering sessions.

Develop detailed solution documents including:

Operating model description

Governance model

Transition approach

Commercial construct explanation

Build executive presentations that clearly link:

Client pain points

Proposed operating model

Business outcomes

Financial impact





Develop pricing constructs including per-user, per-ticket, and outcome-based models.

Support solution defence and executive Q&A; sessions.

Delivery Alignment & Feasibility

Validate proposed models with delivery leadership.

Ensure sizing assumptions are realistic and defensible.

Align SOW and transition plans with solution constructs.

Support knowledge transfer into delivery teams post-award.

Candidate Profile We Are Seeking a Candidate Who Has 8–15 years of experience in IT Services.

Has strong Service Desk or Workplace Delivery experience prior to moving into presales.

Understands operational realities including shift coverage, peak demand, and skill-based routing.

Is comfortable sizing and structuring managed service deals.

Can independently author high-quality solution documentation.

Can create structured, executive-ready presentations without heavy supervision. Technical & Functional Competencies Strong understanding of:

ITIL v4 practices

Managed Service operating models

Workforce planning and capacity modelling

Knowledge lifecycle governance

DEX frameworks and proactive support constructs

Conceptual understanding of contact centre routing and integration models.

Familiarity with ITSM platforms (ServiceNow preferred).

Experience integrating automation into Service Desk environments.

Strong written communication and structured documentation capability.

Soft Skills Executive-level communication.

Structured storytelling and business value articulation.

Analytical and commercially aware.

Comfortable operating in quick-paced pursuit environments.

Balanced operational depth with strategic positioning ability.

Skills cloud infrastructure,infrastructure as code,virtual private cloud,cloud security,

📌 Solution Architect I - Cloud Infrastructure Services (Bengaluru)
🏢 UST
📍 Bengaluru