Automation Lead; Platform Automation & Innovation

Location:

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

• 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 (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

• Lead automation on Service Now (preferred):
  Flow Designer, Integration Hub, 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

• Deliver automation across endpoint management (Intune, MECM/SCCM, Jamf, Workspace ONE or similar)
• Automate Identity & Access workflows (Entra /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

• 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 product ionize solutions (monitoring, evaluation, adoption, change management)
• Leverage DeX insights-to-action recommendations and embed into ITSM/workplace remediation loops

• 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, Service Now Performance Analytics, Splunk, Grafana or equivalent
• Drive quarterly value realization reviews and automation business reporting

• 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

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are…