Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description
Incident Management:
- Be the primary point of contact for automation incidents.
- Assign and follow up on incidents, ensuring timely and effective resolution.
- Collaborate hands-on with the incident team to address and resolve issues.
- Ensure that all incidents are documented, tracked, and resolved in accordance with established procedures.
- SLA-compliant incident handling with root cause analysis and corrective actions.
- Daily reporting of:
- Automation runs or Failures (with priority, owner, timestamp)
- Resolution actions & ETA
- Pending items with assigned owner
- Monitoring and testing for automation and platform upgrades.
- Communication with business users to keep them informed on status, risks, and resolution plans.
Strategy and Optimization:
- Develop and implement a strategy to collect and analyze top failure points in automation processes.
- Identify optimization opportunities and support the implementation of high-quality fixes to reduce the number of incidents.
- Ensure that all fixes are of high quality and do not introduce new issues.
- Design and build internal automations to reduce repetitive manual tasks within the support and admin teams.
- Provide proof-of-value, track impact (time saved, tickets avoided), and prioritize effort vs. return.
- Promote innovation and knowledge sharing among support staff.
Reporting and Communication:
- Present daily reports on open items, closed incidents, resolutions, and next steps to ensure stability.
- Communicate effectively with internal and external stakeholders to provide updates on incident status and resolution efforts.
- Report detailed and insightful automation-related statistics, including program summaries, key performance indicators, and incident trends, to a non-technical audience.
- Ensure visibility across all business units on automation performance and plans.
- All requests must be managed via ServiceNow.
- Eliminate support from chat or email except for emergency escalations.
Collaboration and Leadership:
- Work closely with cross-functional teams, including developers, business analysts, and subject matter experts, to understand and resolve complex issues.
- Coordinate with the automation operations team to ensure optimal coverage and support for incident resolution.
- Mentor and guide team members to adhere to best practices in incident management and resolution.
Enhancement of Existing Automations:
- Responsible for performing enhancement work on existing automations, aimed at improving efficiency, reducing failure rates, and optimizing performance. This includes:
- Identifying improvement opportunities based on failure trends, business feedback, and new capabilities.
- Implementing enhancements or refactors to reduce technical debt or adapt automations to evolving application changes.
- Ensuring all enhancement activities are documented, tested, and deployed through a controlled process with clear change tracking.
- Enhancement services must be included as part of the overall support scope, not treated as separate change requests or out-of-scope development.
- Enhanced automations should follow the same compliance, documentation, and testing rigor as new deployments.
Knowledge, Skills, Abilities
Technical Expertise:
- Proficiency in coding, testing, and debugging skills.
- Strong analytical and problem-solving capabilities.
- Experience with automation tools and technologies, such as UiPath (including Agentic), Power Automate, Python, AI/ML models, and cloud platforms (AWS, Azure, Databricks).
- Experience with LLMs , RAG and latest AI Trends and Technologies
Operational Excellence:
- Proven experience in managing and resolving automation incidents in high-pressure environments.
- Ability to establish KPIs and quantifiable goals for incident management and resolution.
- Strong aptitude for adapting and evolving methodologies and procedures to continually improve incident management processes.
Communication and Leadership:
- Ability to communicate effectively to a variety of audiences, both internal and external.
- Proven experience in delivering results using standard project management techniques and disciplines.
- Strong leadership skills with the ability to mentor and guide team members.
Required Experience & Skills:
- Extensive experience in managing automation incidents and ensuring high-quality resolutions.
- Hands-on experience with automation tools and technologies, including UiPath and AI-based automation.
- Strong problem-solving skills with an ability to translate business needs into technical solutions.
- Experience working with cloud platforms (AWS, Azure, Databricks) for automation and AI deployment.
- Strong knowledge of Python, Power Automate, and APIs for AI and automation integration.
