Role description
Below is the JD:
We are looking for a Senior Automation Operations Engineer with approximately 10+ years of experience who can join immediately.
Job Title: Staff Engineer, Automation & AI Operations ( 70% Automation Skills and 30% AI Skills)
Location/Division Specific Information: India
How will you make an impact? The Staff Engineer, Automation & AI Operations Incident Management will be the primary point of contact for all automation-related incidents, ensuring timely resolution and continuous improvement of automation processes. This individual will work collaboratively with the incident team and various stakeholders to manage, follow up, and resolve automation incidents, aiming to reduce the number of failures and enhance the stability and efficiency of automation solutions.
What will you do?
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).
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.
Skills
automation process,cross functional,artificial intelligence,automation tools,azure databricks,power automation,python,
About UST
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.
