Automation Lead (Platform Automation & Innovation)

Req ID: 363639\n\nNTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.\n\nWe are currently seeking a Automation Lead (Platform Automation \u0026 Innovation) to join our team in Bangalore, Karn\u0101taka (IN-KA), India (IN).\n\n1\\. Digital Workplace Automation Strategy \u0026 Vision \n\u2022 Define a Digital Workplace automation roadmap aligned to customer experience, operations, and transformation goals \n\u2022 Identify automation opportunities across Service Desk, endpoint/EUC, collaboration, identity/access, and device lifecycle \n\u2022 Drive a platform-first approach using reusable patterns (runbooks, remediation catalog, orchestration, policy-based automation) \n\u2022 Establish automation intake, prioritization, and governance aligned to NTT DATA standards\n\n2\\. DeX-Led Automation (Digital Employee Experience) \n\u2022 Use DeX platforms (e.g., Nexthink, Aternity, 1E, Lakeside, Microsoft-based telemetry or similar) to proactively detect and prioritize experience issues \n\u2022 Automate remediation scripts and \u201cone-to-many\u201d fixes at scale (performance, stability, login delays, Wi-Fi/VPN issues, crashes) \n\u2022 Implement experience scoring/XLAs and link improvements to ticket reduction and productivity outcomes \n\u2022 Build closed-loop automation: DeX \u2192 ITSM \u2192 orchestration \u2192 endpoint remediation \u2192 validation\n\n3\\. ITSM/ESM Workflow Automation (ServiceNow + Others) \n\u2022 Lead automation on ServiceNow (preferred): Flow Designer, IntegrationHub, Orchestration, CMDB alignment, Virtual Agent, Knowledge, Performance Analytics (where applicable) \n\u2022 Build equivalent automation patterns for Freshworks/Remedy/other ITSM tools as required \n\u2022 Automate L1/L2 workflows: triage, categorization, routing, enrichment, approvals, and customer communications \n\u2022 Implement ticket deflection via self-service, chat/virtual agents, and auto-remediation\n\n4\\. Platform Automation \u0026 Engineering for Workplace \n\u2022 Deliver automation across endpoint management (Intune, MECM/SCCM, Jamf, Workspace ONE or similar) \n\u2022 Automate Identity \u0026 Access workflows (Entra ID/Azure AD, AD, SSO/MFA, access provisioning/deprovisioning patterns) \n\u2022 Support collaboration platform automation use cases (M365, Teams, Exchange, SharePoint) \n\u2022 Enable automation for VDI/DaaS environments where applicable \n\u2022 Drive API-based integration and orchestration using event-driven patterns and secure automation design \n\u2022 Build automation pipelines with CI/CD, testing, and controlled release practices for scripts and runbooks\n\n5\\. AI / GenAI Use Case Deployment (Operationalized) \n\u2022 Identify, prototype, and deploy AI/GenAI workplace use cases (ticket summarization, classification, resolution suggestions, knowledge creation, conversational self-service) \n\u2022 Implement guardrails for responsible AI: security, privacy, governance, auditability, and model risk controls \n\u2022 Partner with AI CoEs to productionize solutions (monitoring, evaluation, adoption, change management) \n\u2022 Leverage DeX insights-to-action recommendations and embed into ITSM/workplace remediation loops\n\n6\\. Data, Analytics \u0026 Value Realization \n\u2022 Define and track KPIs/OKRs: ticket deflection rate, MTTR, incident reduction, automation run success, self-heal success rate \n\u2022 Measure XLA/experience score improvements and productivity impact \n\u2022 Build dashboards using tools such as Power BI, ServiceNow Performance Analytics, Splunk, Grafana or equivalent \n\u2022 Drive quarterly value realization reviews and automation business reporting\n\n7\\. Governance, Stakeholder Management \u0026 Capability Building \n\u2022 Present roadmap, progress, and outcomes to client leadership and internal stakeholders \n\u2022 Ensure security and compliance: least privilege, secrets management, audit logs, change controls \n\u2022 Lead and mentor automation architects/engineers; build a culture of innovation and reuse \n\u2022 Build reusable accelerators: remediation libraries, runbook catalogs, integration templates, playbooks\n\nAbout NTT DATA\n\nNTT 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\u0027s 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\u0026D.\n\nWhenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client\u2019s 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 recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.\n\nNTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. 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\u0027d like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.\n