Solugenix is an information technology services firm that has a rich history of providing comprehensive technology services and solutions for five decades.
As a pioneer in IT services, we’ve partnered with some of the biggest global corporations across many industries. Our history was built on a foundation of partnerships with global brands like McDonald’s, Microsoft, CIT Group, Johnson & Johnson, Herbalife, Sony Pictures Entertainment, and many others. Whether it’s providing dedicated support centres, staffing quality teams, or delivering business service solutions, clients can always count on Solugenix.
Job Title: RPA Support Lead
Location: Hyderabad, India
Position: Full Time
This position will manage the day-to-day deliverable expectations of the RPA production support team and operations.
Ensure robots are running as designed and support resolving any issues encountered.
Participate in all P1 / P2 / escalated P3 technical bridges and provide directional support to the team for triaging the issue and coming up with the resolution.
Responsible for meeting Service Level Agreements (SLA) for all BOTs. Should be familiar with metrics management and improvement action plans.
Guide the team with decision-making for critical issues and provide support to prepare the high-end stakeholder communications and weekly presentations.
Responsible for analyzing and identifying bot performance issues, recording bugs, testing fixes, and implementing the solution identified.
Track and manage risks and their mitigation actions.
Identify improvement opportunities to manage the team’s spread to provide 24 X 7 support.
Experience in problem management, identifying root causes, and tracking permanent fixes.
Responsible for managing the change management process.
Serve as a point of escalations for day-to-day work.
Serve as Incident manager for BOT-related incidents.
Prioritize and fix all BOT-related incidents following the BOT life cycle.
Assess, standardize, and improve current BOT solutions.
Co-ordinate with RPA developers for Level 3 support.
Work on performance optimization & maintenance by following operational procedures.
Contribute to continuous improvement initiatives for Bot performance in production.
Support hyper-care and post-production triage.
Accountable for high business/critical issues to closures, reduce/stop escalated email chains and restore business operations.
Adhere to SOP when communicating and handling incidents.
Strategize, build, and streamline daily support operations.
Senior Support Specialist with 5+ years of experience in IT and Production support.
Excellent written and verbal communication skills
Ability to communicate effectively with business and technology partners.
Good knowledge of large enterprise applications/platforms
Strong Hands-on experience with Microsoft Office tools (Excel, Word, Visio, PowerPoint, etc)
Hands-on experience with ServiceNow or equivalent is preferred.
Self-motivated individual with demonstrated ability to learn new concepts and technologies, and work collaboratively in teams (internal and external)
Demonstrated ability of leadership, collaboration, and project management
Good understanding of client-server architecture.
Good working experience on Windows servers.
Investigation and debugging skills.
Flexible towards tools and technologies.
Good knowledge of Incident management & change management process.
Basic understanding of cybersecurity implications of automation.
Experience in testing methodologies, test case development, and testing execution
Prior onsite (USA) experience in a client facing role is a plus.
Prior experience with any RPA tools will be a huge plus.
Req No.: 2023-8715
External Company Name: Solugenix Corp
External Company URL: www.solugenix.com
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