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