About the role
- Act as a Level 1 Robotic Process Automation Support to provide first level of RPA production support and ensure smooth running of automations within the defined Service Level Agreements
- Bot Monitoring using dashboards and alerts
- First Level Troubleshooting and Resolution
- Escalation of issues to appropriate teams in case the initial triage and L1 troubleshooting steps does not resolve the issues.
- Interact closely with various functional and cross -functional teams for any dependencies and resolution of issues that are require external resolution.
- Review and handover of Business Exceptions
- Support Hotline and Ad-hoc BOT run requests
- Coordinate with Platform Vendor Support
- BOT Capacity/availability and Schedule Tracking
- Change management and runbook maintenance and tracking.
Qualifications
- 2+ years of experience
- Proficient in Support processes, preferably ITIL framework for support
- Proficiency in supporting windows-based environment
- Exposure to middleware and infra technologies
- Some exposure to RPA - UiPath (or other RPA platforms)
- Strong focus on providing service to the customer
- Able to work independently and in diverse, co-located and remote teams with flexibility to work is different shifts