Required. Automation & AI Operations (Incident Management) Automation & AI Operations (Incident Ma

Req ID:

We are currently seeking a Required. Automation & AI Operations (Incident Management) Automation & AI Operations (Incident Ma to join our team in Bangalore, Karnātaka (IN-KA), India (IN).

Staff Engineer – Automation & AI Operations (Incident Management)

Location: India

About the Role

We are seeking a highly motivated Staff Engineer – Automation & AI Operations to lead automation incident management, operational excellence, and continuous improvement initiatives across our automation landscape. This role combines strong automation expertise (70%) with emerging AI capabilities (30%) to ensure reliable, scalable, and business-aligned automation services.

As the primary owner of automation operations and incident management, you will work closely with support teams, developers, business stakeholders, and platform owners to resolve incidents, optimize automation performance, and drive operational efficiency through intelligent automation solutions.

Key Responsibilities

Incident Management & Operational Support

• \n

  Serve as the primary point of contact for all automation-related incidents.

\n
• \n

  Manage, assign, track, and follow up on incidents to ensure timely resolution.

\n
• \n

  Collaborate hands-on with support and incident response teams to troubleshoot and resolve issues.

\n
• \n

  Ensure all incidents are documented, monitored, and resolved according to established operational procedures.

\n
• \n

  Maintain SLA compliance through effective incident handling, root cause analysis, and corrective actions.

\n
• \n

  Conduct monitoring, testing, and validation activities for automation deployments and platform upgrades.

\n
• \n

  Communicate incident status, risks, and resolution plans to business stakeholders and end users.

\n
• \n

  Ensure all support requests are managed through ServiceNow, with email and chat support limited to emergency escalations.

\n
\n

Reporting & Governance

\n
\n
• \n

  Prepare and present daily operational reports covering:

  \n

  Automation executions and failures

  \n

  Incident priorities and ownership

  \n

  Resolution progress and estimated timelines

  \n

  Open and pending issues

\n
• \n

  Provide regular updates on incident trends, operational health, and automation performance.

\n
• \n

  Deliver meaningful KPIs, dashboards, and executive summaries tailored for both technical and non-technical audiences.

\n
• \n

  Ensure transparency and visibility of automation performance across business functions.

\n
\n

Automation Strategy & Continuous Improvement

\n
\n
• \n

  Analyze automation failure trends and identify recurring problem areas.

\n
• \n

  Develop strategies to reduce incidents and improve automation stability.

\n
• \n

  Drive implementation of high-quality fixes and preventive measures.

\n
• \n

  Design and build internal automations that eliminate repetitive operational and administrative tasks.

\n
• \n

  Evaluate automation opportunities through proof-of-value assessments and ROI analysis.

\n
• \n

  Track measurable outcomes including time savings, productivity gains, and ticket reduction.

\n
• \n

  Promote innovation, automation best practices, and knowledge sharing across teams.

\n
\n

Automation Enhancements & Optimization

\n
\n
• \n

  Own enhancement activities for existing automation solutions.

\n
• \n

  Identify opportunities for optimization based on:

  \n

  Failure analysis

  \n

  Business feedback

  \n

  Platform capabilities

  \n

  Application changes

\n
• \n

  Refactor and improve automation solutions to reduce technical debt and improve maintainability.

\n
• \n

  Ensure all enhancements are documented, tested, approved, and deployed through controlled change management processes.

\n
• \n

  Maintain the same governance, testing, and compliance standards for enhancements as for new automation deployments.

\n
\n

Collaboration & Leadership

\n
\n
• \n

  Partner with developers, business analysts, SMEs, and platform teams to resolve complex operational issues.

\n
• \n

  Coordinate with automation operations teams to ensure effective support coverage.

\n
• \n

  Mentor and guide team members on incident management best practices and operational excellence.

\n
• \n

  Contribute to continuous improvement of support methodologies, standards, and procedures.

\n
\n

Required Qualifications

\n
\n
\n

Technical Skills

\n
\n
• \n

  7+ years of strong hands-on experience with automation technologies including:

  \n

  UiPath (including Agentic Automation capabilities)

  \n

  Microsoft Power Automate

  \n

  Python

  \n

  API integrations

\n
• \n

  3 to 5 years of experience with AI/ML technologies and AI-enabled automation solutions.

\n
• \n

  3 to 5 years of working knowledge of cloud platforms:

  \n

  Microsoft Azure

  \n

  Amazon Web Services (AWS)

  \n

  Databricks

\n
• \n

  Strong coding, debugging, testing, and troubleshooting skills.

\n
• \n

  Experience integrating AI services with automation workflows.

\n
\n

Operational & Analytical Skills

\n
\n
• \n

  Proven experience managing automation incidents in enterprise environments.

\n
• \n

  Strong root cause analysis and problem-solving capabilities.

\n
• \n

  Experience defining and managing operational KPIs, SLAs, and performance metrics.

\n
• \n

  Ability to drive process improvements and operational maturity initiatives.

\n
\n

Communication & Leadership

\n
\n
• \n

  Excellent verbal and written communication skills.

\n
• \n

  Ability to communicate technical concepts effectively to business stakeholders.

\n
• \n

  Experience working within structured project management frameworks.

\n
• \n

  Demonstrated leadership, mentoring, and stakeholder management skills.

\n
\n

Preferred Experience

\n
\n
• \n

  3 to 5 years of experience supporting large-scale RPA and intelligent automation environments.

\n
• \n

  1 to 3 years of exposure to AI-powered automation, GenAI, and Agentic AI solutions.

\n
• \n

  1 to 3 years of knowledge of ITSM processes and ServiceNow.

\n
• \n

  Experience with automation monitoring, observability, and operational analytics.

\n
• \n

  Familiarity with DevOps, CI/CD, and automation governance frameworks.

\n
\n

Success Measures

\n
\n
• \n

  Reduction in automation-related incidents and recurring failures.

\n
• \n

  Improved SLA compliance and incident resolution times.

\n
• \n

  Increased automation stability and platform reliability.

\n
• \n

  Measurable productivity improvements through automation enhancements.

\n
• \n

  Strong stakeholder satisfaction and operational transparency.

\n
• \n

  Continuous delivery of optimization opportunities and business value.

\n

About NTT DATA

\n

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.