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.