Automation Lead (Platform Automation & Innovation)

NTT DATA BUSINESS SOLUTIONS; Bengaluru; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

NTT DATA BUSINESS SOLUTIONS is hiring an Automation Lead (Platform Automation Innovation) to join our Bangalore team. You will own Digital Workplace automation strategy, implement DeX-based experience improvements, and lead ITSM workflow automation across ServiceNow and other tools.

The role emphasizes building scalable automation pipelines, CI/CD for scripts, and governance. You will collaborate with AI CoEs to operationalize GenAI use cases and track business value through KPIs.

Qualifications

• Experience leading Digital Workplace automation initiatives.
• Strong knowledge of ITSM automation, workflows, and runbooks.
• Ability to design scalable automation patterns and governance.

Responsibilities

• Define a Digital Workplace automation roadmap aligned to CX, ops, and transformation goals.
• Lead automation on DeX platforms to detect and remediate experience issues at scale.
• Orchestrate ITSM workflows (ServiceNow + others) including L1/L2 automation & self-service.
• Automate endpoint management and identity access workflows (Intune, AAD, SSO/MFA).
• Develop AI/GenAI use cases for ticketing and knowledge creation with governance.

Skills

Automation strategy

ITSM automation

CI/CD pipelines

DeX platforms

Identity access

Power BI

Security governance

Tools

ServiceNow

Nexthink

Aternity

1E

Lakeside

Microsoft telemetry

Power BI

Job description

Role Overview

We are currently seeking a Automation Lead (Platform Automation Innovation) to join our team in Bangalore, Karnataka (IN-KA), India (IN).

Responsibilities

• Digital Workplace Automation Strategy Vision: Define a Digital Workplace automation roadmap aligned to customer experience, operations, and transformation goals; Identify automation opportunities across Service Desk, endpoint/EUC, collaboration, identity/access, and device lifecycle; Drive a platform-first approach using reusable patterns (runbooks, remediation catalog, orchestration, policy-based automation); Establish automation intake, prioritization, and governance aligned to NTT DATA standards
• DeX-Led Automation (Digital Employee Experience) Use DeX platforms (e.g., Nexthink, Aternity, 1E, Lakeside, Microsoft-based telemetry or similar) to proactively detect and prioritize experience issues; Automate remediation scripts and one-to-many fixes at scale (performance, stability, login delays, Wi-Fi/VPN issues, crashes); Implement experience scoring/XLAs and link improvements to ticket reduction and productivity outcomes; Build closed-loop automation: DeX ITSM orchestration endpoint remediation validation
• ITSM/ESM Workflow Automation (ServiceNow + Others) Lead automation on ServiceNow (preferred): Flow Designer, IntegrationHub, Orchestration, CMDB alignment, Virtual Agent, Knowledge, Performance Analytics (where applicable); Build equivalent automation patterns for Freshworks/Remedy/other ITSM tools as required; Automate L1/L2 workflows: triage, categorization, routing, enrichment, approvals, and customer communications; Implement ticket deflection via self-service, chat/virtual agents, and auto-remediation
• Platform Automation Engineering for Workplace Deliver automation across endpoint management (Intune, MECM/SCCM, Jamf, Workspace ONE or similar); Automate Identity Access workflows (Entra ID/Azure AD, AD, SSO/MFA, access provisioning/deprovisioning patterns); Support collaboration platform automation use cases (M365, Teams, Exchange, SharePoint); Enable automation for VDI/DaaS environments where applicable; Drive API-based integration and orchestration using event-driven patterns and secure automation design; Build automation pipelines with CI/CD, testing, and controlled release practices for scripts and runbooks
• AI / GenAI Use Case Deployment (Operationalized) Identify, prototype, and deploy AI/GenAI workplace use cases (ticket summarization, classification, resolution suggestions, knowledge creation, conversational self-service); Implement guardrails for responsible AI: security, privacy, governance, auditability, and model risk controls; Partner with AI CoEs to productionize solutions (monitoring, evaluation, adoption, change management); Leverage DeX insights-to-action recommendations and embed into ITSM/workplace remediation loops
• Data, Analytics Value Realization Define and track KPIs/OKRs: ticket deflection rate, MTTR, incident reduction, automation run success, self-heal success rate; Measure XLA/experience score improvements and productivity impact; Build dashboards using tools such as Power BI, ServiceNow Performance Analytics, Splunk, Grafana or equivalent; Drive quarterly value realization reviews and automation business reporting
• Governance, Stakeholder Management Capability Building Present roadmap, progress, and outcomes to client leadership and internal stakeholders; Ensure security and compliance: least privilege, secrets management, audit logs, change controls; Lead and mentor automation architects/engineers; build a culture of innovation and reuse; Build reusable accelerators: remediation libraries, runbook catalogs, integration templates, playbooks