Req ID: phone_number

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

📌 Automation Lead (Platform Automation & Innovation) (Bengaluru)
🏢 NTT DATA Business Solutions
📍 Bengaluru