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Automation Support Engineer
3 months ago
Key Responsibilities
The Automation support engineerwill be and will be accountable for monitoring and handling user issues of implemented RPA Solutions in a timely manner based on the agreed business services levels.
The role demands a goodlevel of technical skill in understanding applications, network, databases, servers, and storage troubleshooting and analysis, ensuring any support activities and remain aligned with Williams Leas security and client compliance policies. The role will provide global support and interfaces as necessary to provide support with consistency across all regions and aligns with peers in other regions as needed.
Responsibilities:
Providing Support for the WL Automation latform, solving customer issues and addressing customer queries Perform the required Platform operational activities and performing checks Monitoring of the Automation Platform, ensuring the stability of the service Daily administration of thePROD environment (Running processes, maintaining resources, viewing process and software robot logs etc.) and perform daily health check Incident Management – handling and resolving the day to day issues pertaining to production environmentinline with the agreed SLAs Analyze the tickets raised and perform RCA Managing and investigating exceptions Prioritize the defects for resolution, including planning the testing of fixes Ensure compliance with the Automation CoE policy, standards, and guidelines. Ensure the platform meets the relevant security standards and policies Maintaining RPA quality standards by establishing and enforcing the CoE and organisation standards Ensure adherence to ITIL policies and processes such as change management, incident management and problem management. Contribute to the Automation service catalogue, assisting to ensure it stays UpToDate and achieving against agreed service levels Ensure service transition standards are followed, embedding of error capture and reporting, optimal levels of monitoring across platform and process automation layers. Implement improvements for the maintenance / housekeeping activities to promote healthier eco-systems Build and maintain close relationships with 3rd party providers to ensure they provide a quality service. Participate In regularly meetings with vendors to undertake and oversee quality reviews Provide concise reporting to the Head of automation support and the CoE team.Job Requirements
Essential Skills
You hold a degree in Computer Science or related IT disciplineand have 3 - 5 years' experience in RPA development and or Application Operations Support You have an experience with RPA products like Blue Prism, UIPath, Automation Anywhere or other Posses development skills in UI Pith, SQL, Software Design, andData analytics You have knowledge of Incident Management, Change-Management Process, knowledge of ITIL standards Excellent understanding and application ofdevelopment standards and practices Excellent understanding and application of testing standards and practices Excellent understanding of release, deployment, and service transition management Excellent understanding of Change management standard and working practices Strong attention to detail and analytical skills Excellent communication skill Proven ability to independently overcome obstacles and resolve complex problems Outstanding communication skills Should be open to work in shiftsExperience
3 - 5 years in a Global IT environment working with multiple disciplines to deliver support services in line with customer needs 3+ Years in a global operations environment Experience in automation products like Power Automate, Automation Anywhere and UiPath Desired Skills
