Job Description

Tools and Automation Lead is responsible for driving IT operations automation, tools transformation, and continuous improvement across one or more accounts. This role focuses on identifying automation opportunities, leading implementation using enterprise tools and platforms, governing adoption, and delivering measurable business outcomes such as MTTR reduction, cost efficiency, and service quality improvement.

• Own the tools and automation roadmap for the account, aligned with customer objectives and organizational automation strategy
• Identify, qualify, and prioritize automation use cases in collaboration with Tower Leads (Datacenter, EUC, Service Desk, Applications)
• Drive adoption of standard and emerging platforms (enterprise monitoring, orchestration, ITSM, CI/CD, and automation frameworks
• Automation Delivery & Execution
• Lead end‑to‑end automation delivery including:
• Solution design
• Effort estimation
• Implementation
• Testing
• Production rollout
• Work with central automation teams and account teams to ensure timely and high‑quality delivery of automation solutions.
• Ensure automation solutions follow governance, security, and compliance standards.

Artificial Intelligence & Generative AI Leadership

• Drive the AI and Generative AI strategy for the Abbott account, identifying opportunities to improve service delivery, operational efficiency, user experience, and business outcomes.
• Lead the design, development, and implementation of AI/GenAI use cases across IT Operations, Service Desk, Infrastructure, Cloud, Security, and Application Support functions.
• Identify, prioritize, and deliver AI-powered automation opportunities that improve productivity, reduce manual effort, lower MTTR, and enhance service quality.
• Work with business stakeholders and tower leads to define AI roadmaps, business cases, success metrics, and adoption plans.
• Implement and operationalize Generative AI solutions such as virtual assistants, intelligent knowledge management, automated ticket summarization, incident correlation, root cause analysis, SOP generation, and self-healing automation.
• Evaluate, integrate, and manage AI platforms, LLMs, copilots, AIOps solutions, and intelligent automation tools within the Abbott technology landscape.
• Establish governance, security, compliance, and responsible AI practices for all AI implementations.
• Monitor AI solution performance, adoption, and business benefits, ensuring continuous optimization and measurable ROI.
• Partner with delivery, architecture, security, and innovation teams to accelerate AI transformation initiatives across the account.
• Drive AI awareness, training, and capability development across engineering and operations teams.

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Customer & Stakeholder Management

• Present automation solutions, value proposition, and benefits to customer stakeholders and obtain required approvals.
• Participate in customer governance meetings, showcasing delivered value and automation impact
• Act as a single point of contact for tools and automation initiatives within the account.

Operations & Continuous Improvement

• Ensure run and maintain stability of tools infrastructure and automated workflows.
• Monitor automation effectiveness and report on:
• MTTR improvements
• Cost savings
• Productivity gains
• SLA/KPI impact
• Drive continuous optimization and enhancement of existing tools and automations.

Leadership & Governance

• Build, mentor, and guide tools and automation team members.
• Track and meet automation targets committed for the account
• Provide regular reporting and escalation to account leadership and central teams as required.

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Required Skills & Experience

Core Skills

• Strong expertise in IT Operations Automation and Enterprise Tools
• Hands‑on experience with:
• ITSM (ServiceNow / Remedy)
• Monitoring (LogicMonitor, BigPanda, SCOM)
• Endpoint & Deployment tools (SCCM, Intune)
• Automation & orchestration platforms
• Good understanding of ITIL processes, run operations, and service delivery models.

Automation & DevOps

• Experience with automation and DevOps technologies such as:
• Ansible, Jenkins, Terraform
• CI/CD pipelines
• Scripting and orchestration frameworks Leadership & Communication
• Strong stakeholder management and customer‑facing skills
• Ability to translate technical automation solutions into business value
• Experience working in offshore‑onsite global delivery models

AI Skills

• Strong understanding of Artificial Intelligence, Generative AI, Large Language Models (LLMs), AI Agents, and AIOps platforms.
• Experience implementing enterprise AI use cases in IT Operations, Service Management, Infrastructure, Cloud, or Security domains.
• Hands-on exposure to AI frameworks and platforms such as Microsoft Copilot, Azure AI Services, OpenAI, LangChain, LlamaIndex, AI Agents, or equivalent technologies.
• Experience integrating AI solutions with ServiceNow, monitoring platforms, automation tools, and enterprise workflows.
• Ability to define AI business cases, measure outcomes, and demonstrate value realization.
• Knowledge of responsible AI, AI governance, security, data privacy, and compliance requirements.

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