Automation Support Engineer

1 month ago

kochi, India Intelligent Office Full time

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 shifts

Experience

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

Relevant technology qualification highly desirable such as Program Management Professional, ITIL or Prince Practitioner or equivalent experience.

Certification in the relevant function area of Robotics Process Automation is preferred

Working in a virtual Global team

Excellent understanding of the process landscape and SDAs

Desired Technologies:

C# .NET

ASP .NET

Javascript

JQuery,

CSS,

HTML,

.NET MVC

RDBMS, MSSQL TSQL, PostgreSQL PG/PLSQL, MySQL) & DB Design

Optional Technologies

VB .NET

Kendo UI

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