Automation Lead (Platform Automation & Innovation)

NTT DATA North America; Bengaluru Urban; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

NTT DATA North America in Bengaluru, Karnataka is seeking an Automation Lead to define and drive the automation strategy for the Digital Workplace. This role involves identifying automation opportunities, implementing ITSM workflows, and managing AI/GenAI initiatives. The ideal candidate should have strong expertise in Digital Workplace solutions, ServiceNow, and data analytics. The position offers a dynamic environment with opportunities for growth and innovation.

Qualifications

• Experience with Digital Workplace automation and strategy formulation.
• Strong knowledge in ServiceNow integration and orchestration.
• Familiarity with AI use cases and their implementation.

Responsibilities

• Define and lead automation roadmap aligned with customer goals.
• Identify automation opportunities across various platforms.
• Automate workflows and processes to enhance service efficiency.

Skills

Digital Workplace Automation

ServiceNow

Automation Strategy

AI/GenAI Use Cases

CI/CD

Data Analytics

Tools

Power BI

Splunk

Grafana

Job description

Req ID: 363639

Position: Automation Lead (Platform Automation & Innovation)

Location: Bangalore, Karnataka, India

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 productionise solutions (monitoring, evaluation, adoption, change management)
• Leverage DeX insights‑to‑action recommendations and embed into ITSM/workplace remediation loops
• Data, Analytics & Value Realisation
• 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 realisation 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

Equal Opportunity Employer

NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity or expression, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you would like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.