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Automation Lead

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NTT DATA

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Location:
India , Bangalore

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

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Job Description:

The Automation Lead will define and execute the Digital Workplace automation strategy, leveraging platforms like ServiceNow and AI technologies to enhance operational efficiency and employee experience. This role requires strong expertise in automation, governance, and stakeholder management, along with experience in data analytics and endpoint management.

Requirements:

  • 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 → ITSM → orchestration → endpoint remediation → validation
  • 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
  • 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
  • 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
  • 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
  • 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

Additional Information:

Job Posted:
April 16, 2026

Work Type:
Hybrid work
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