Solution Architect I - Cloud Infrastructure Services

UST; Bengaluru; On-site; INR 2,000,000 - 3,200,000; Full time

Job summary

UST is seeking a Presales Solution Architect with a strong background in Service Desk and Onsite Support delivery to lead solutioning for managed Digital Workplace engagements. You will develop compelling solution documentation and executive-grade presentations that articulate value, feasibility, and differentiation.

The role emphasizes designing end-to-end Service Desk operating models, DEX-enabled proactive support constructs, and integration with ITSM and contact centre platforms to drive

Qualifications

• 8–15 years of experience in IT services.
• Service Desk or workplace delivery experience prior to presales.
• Ability to author high-quality solution documentation and executive presentations.

Responsibilities

• Service Desk & Onsite Support Solutioning.
• Design end-to-end Service Desk and Onsite Support operating models.
• Perform ticket analysis and demand modelling.
• Align workflows to ITIL v4 practices across Incident, Request, Knowledge, Major Incident, and Change.
• Define measurable outcomes like MTTR reduction and FCR improvement.
• Translate DEX telemetry into operational interventions.

Skills

Service Desk experience

Presales experience

Solution architecture

Executive communication

Operational planning

DEX concepts

Tools

ServiceNow

Genesys

Amazon Connect

Job description

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.

• 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

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 fast-paced pursuit environments.


• Balanced operational depth with strategic positioning ability.

Skills

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