Automation Lead (Platform Automation & Innovation)

Req ID: 363639 NTT 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. We are currently seeking a Automation Lead (Platform Automation & Innovation) to join our team in Bangalore, Karnātaka (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 → ITSM → orchestration → endpoint remediation → 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 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, . NTT DATA endeavors to make 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 . 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'd like more information on your EEO rights under the law, please click here . For Pay Transparency information, please click here .