Automation Lead (Platform Automation & Innovation)

NTT DATA, Inc.; Indianapolis (IN); On-site; USD 26,000 - 47,000; Full time

Job summary

NTT DATA in Bangalore is seeking an Automation Lead to guide Platform Automation & Innovation across digital workplace initiatives. You will shape strategy, drive a platform-first approach, and ensure scalable automation patterns across IT operations.

Lead DeX-based workflows, ITSM automation, and workplace automation for endpoints, identities, and collaboration platforms, while building reusable accelerators and governance. Strong leadership and collaboration are essential to success.

Responsibilities

• 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
• Use DeX platforms to proactively detect and prioritize experience issues and automate remediation at scale
• Implement experience scoring/XLAs and link improvements to ticket reduction and productivity outcomes
• Build closed-loop automation: DeX to ITSM to orchestration to endpoint remediation to validation
• Lead automation on ServiceNow (Flow Designer, IntegrationHub, Orchestration, CMDB alignment, Virtual Agent, Knowledge, Performance Analytics) and build patterns for other ITSM tools
• Automate identity/access workflows (Entra ID/Azure AD, AD, SSO/MFA, provisioning/deprovisioning)
• Support automation across endpoint management (Intune, MECM/SCCM, Jamf, Workspace ONE) and collaboration platforms (M365, Teams, Exchange, SharePoint)
• Drive API-based integration and orchestration with event-driven patterns and secure automation design
• Build automation pipelines with CI/CD, testing, and controlled release practices for scripts and runbooks
• Identify, prototype, and deploy AI/GenAI workplace use cases with guardrails for security and governance
• Partner with AI CoEs to productionize solutions and embed insights into remediation loops
• Define and track KPIs/OKRs and build dashboards using Power BI, Splunk, Grafana
• Governance, stakeholder management, and capability building for reuse and scalability

Job description

Automation Lead (Platform Automation & Innovation)

Location: Bangalore, Karnataka (IN-KA), India (IN).

1. 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

2. 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 to ITSM to orchestration to endpoint remediation to validation

3. 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

4. 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

5. 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

6. 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

7. 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

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners.

NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees.

NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.