Automation Lead (Platform Automation & Innovation)
NTT DATA BUSINESS SOLUTIONS · Bengaluru · onsite · Posted 62d ago
Undisclosed11–16 yrsfulltimeSourced from
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About this role
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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
Sourced from naukri
Skills
Customer ExperienceAutomationCapability BuildingclassificationCMDBdata standardsChange ManagementBuild AutomationEndpointClient SuccessAzure ADAnalyticsBankingdeploymentcloudEndpoint ManagementcomplianceMicrosoft AzureArtificial Intelligence
About NTT DATA Business Solutions
NTT DATA BUSINESS SOLUTIONS
IT Services & Consulting
4k+
employees
1989
37 years old
Hyderabad / Secunderabad, Telangana
India
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NTT DATA Business Solutions helps clients innovate and transform through expert SAP solutions, advisory, implementation, and managed services.
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IT Services & Consulting
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