TCS Hiring!!!

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
- Robust 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

📌 Service Desk Solution Architect (Bengaluru)
🏢 Tata Consultancy Services
📍 Bengaluru