NTT

4 months ago

Automation Lead (Platform Automation & Innovation)

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Own the digital workplace automation roadmap, building reusable runbooks and orchestration patterns that connect DeX insights to ITSM workflows and endpoint remediation. Lead automation across ServiceNow and other ITSM tools, endpoint management (Intune/MECM/SCCM/Jamf/Workspace ONE), identity and access flows, and collaboration platforms. Deploy operationalized AI/GenAI use cases with responsible-AI guardrails, and drive KPI/OKR reporting through dashboards and value realization reviews.

Location: Bengaluru

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Sr. Manager level

Key Responsibilities

•Define and execute a Digital Workplace automation strategy, including roadmap, intake, prioritization, and governance using reusable patterns like runbooks and remediation catalogs.
•Use DeX platforms to detect experience issues and automate remediation scripts/one-to-many fixes, building a closed loop from DeX to ITSM orchestration and endpoint remediation with validation.
•Lead ITSM/ESM workflow automation on ServiceNow (and other ITSM tools as needed), automating triage, categorization, routing, enrichment, approvals, communications, and ticket deflection via self-service/virtual agents.
•Deliver workplace automation across endpoint management, identity & access, collaboration platforms, and VDI/DaaS where applicable, including API-based integration and secure orchestration.
•Operationalize AI/GenAI workplace use cases (summarization, classification, resolution suggestions, knowledge creation, conversational self-service) and drive KPIs/OKRs, dashboards, and value realization reviews.

Key Requirements

•Define a Digital Workplace automation roadmap aligned to customer experience, operations, and transformation goals.
•Lead ITSM workflow automation, including ServiceNow (Flow Designer, IntegrationHub, Orchestration, CMDB alignment, Virtual Agent, Knowledge, Performance Analytics) and equivalents in Freshworks/Remedy.
•Deliver endpoint management automation (Intune, MECM/SCCM, Jamf, Workspace ONE) and identity & access workflows (Entra ID/Azure AD, AD, SSO/MFA, provisioning/deprovisioning patterns).
•Prototype and deploy operationalized AI/GenAI workplace use cases with responsible AI guardrails (security, privacy, governance, auditability, model risk controls).
•Establish automation governance and governance-aligned intake/prioritization, and mentor automation architects/engineers to build reusable accelerators (remediation libraries, runbook catalogs, integration templates, playbooks).

Skills:InnovationGovernanceStakeholder managementMentorshipContinuous improvement

Tech Stack:ServiceNowFlow DesignerIntegrationHubOrchestrationCMDBVirtual AgentKnowledgePerformance AnalyticsFreshworksRemedyNexthinkAternity1ELakesideMicrosoft telemetryIntuneMECMSCCMJamfWorkspace ONE

Company Brief

NTT

Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Public Company (Market Cap in USD)

Headquarters: London, United Kingdom

Founded: 1983

Website LinkedIn

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NTT