Tech Mahindra - Solution Architect - IT Service Desk

Solution Architect - IT service desk (L1 - L2)

Domain Consultant, Owner for creating compelling IT Service Desk solution to win deals

- Assists in creation of solutions and other artefacts for the IT Service Desk pursuits in the following variants: End User Computing (Workplace) and Application Support with in-depth understanding of ITIL Processes and Service Management.

- Perform As-is analysis and provide To-be recommendations based on customer's functional requirements, Service Levels, ticket data, evaluate Contact Centre Solutions, ITSM Ticketing Tools and Automation toolsets to provide end-to-end solution.

- Participate and/or lead discussions prospective client meetings, due-diligence sessions, presentations, conference calls, and collaborative solution whiteboard sessions in order to provide differentiation of solution proposed by Tech Mahindra.

- Understands the various pricing models available and assists team in analysis to improve the financials of the engagement.

- Participate in client and internal discussions to understand the problems faced by the customer and articulate the same to the internal stakeholders. Define and document the problem and get customer agreement. Bring in best practices from the industry.

- Reviews and validates FTE estimates for a project and guides WFM team to ensure correct sizing of the work.

- Reviews and validates Tech solution (Data, Voice & Telco) for a project and guides TIM team to ensure correct tech solution of the work.

- Organize, document and review work items scope from a technical view point and approach to ensure completeness and consistency in scoping of project.

- Provide inputs for contracting and deal negotiations in relevant sections like SLA, Assumptions, Dependencies, etc. in the MSA/SOW.

- Interacts with vendors/alliances and internal domain experts to understand the complimentary offering/products/IP/Solutions in order to leverage partner technologies and solutions.

- Provides domain consultation to Pre-Sales, participates in proposal activities & discussions with customer and client visits as SME. Participates in POC, Architects and validates complex technical solution when required.

- Performs the competitive analysis of products and offerings under guidance in order to provide input on the service offering and input on suitable customers for pursuits.

- Evangelizes Tech Mahindra Brand in specific areas by anchoring White Papers or submission to analyst forums to strengthen competency / expertise in domain.

Customer :

- On time submission of solution based on Bid plan

- Win ratio

Process :

- Quality Audit for Bids submitted - 100% compliance on in-life review as well as post submission audit

People:

- Number of knowledge sharing sessions / Domain training sessions attended - 2 per quarter

- Conduct knowledge sharing sessions for fellow team members - 1 per quarter

Finance:

- Accurate commercials submitted to sales on opportunity with approvals mandated by approval matrix - 100% compliance.

- Technical Graduate with 5 to 10 years of experience in IT Service Desk or Tech Support

- Preferred Certifications: ITIL, MTA, MCSA, MOS

- Excellent verbal, written, and interpersonal communication skills

- Strong PC skills: Word, Excel and PowerPoint

- Superb organizational and time management skills. Work on multiple projects simultaneously, adhering to deliverable deadlines

- Results oriented, strong sense of urgency, proactive and flexible

- Strategic and analytical thinker who can collect and analyze data to make appropriate process/business decisions/recommendations

- Ability to adapt quickly and frequently to changing priorities

- Strong interpersonal and relationship management skills

- Research oriented, comes up with solutions tailored to addressing specific problems/ needs

- Must demonstrate good judgment and pragmatic approach to delivering solutions that optimizes activities across company needs, business constraints and business realities

- Willingness to travel and manage work life balance

- Ability to create compelling proposals

- Should be outcome oriented

- Should be able to identify the unstated needs and propose impactful solutions