Solugenix Corporation Hiring for RPA Support Lead at Hyderabad, India Full Time

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