Leadership Role - Robotic Process Automation Support

Job Description

Role will be solely responsible for leading, building, maturing and nurturing a team of RPA support engineers, senior support engineers, and principal support engineers.

The role requires to manage customer relationship (from support point of view). Person would be responsible for keeping a firm grip on issue backlogs, escalations, case management and closure rates. The person will be expected to work on refinement of processes of RPA support in the company.

The person will need to handle the shift distribution, role allocations, status tracking, status aggregation and reporting to senior management.

This role will need person to overlap his timing with US time zones in a partial form.

This role will need to motivate people in the team, design the training programs for the team members, design and explain the processes to the team members and appraise the team members for performance.

The person will also be responsible for communicating with peer sustaining team leads and engineering unit leads. The person will need to establish a good relationship with all of the teams in the organization to ensure that we are delivering top quality support to our customers.

Experience and Skills Required - Bachelor/Masters university degree in Engineering

- 10 to 14 years of Technology experience. Minimum three years of experience in leading RPA development & Support teams across industries and RPA products.

- A self-driven professional with ability to handle pressure and escalations

- Understanding the support processes (and ability to refine/design them)

- Maintaining the support metrics

- Hands on expertise in RPA Tools like Automation Anywhere, Open Span, Blue Prism or UI Path

- Distribution of cases based on complexity and priority

- Relationship building (within team and across teams)

- Understanding of sustaining works/processes

- Technical understanding of products work-ins

- Good Communication, Presentation and writing skills

- Flexible to work across shifts and efficient time management