Accion Labs - Senior Support Engineer/Lead - Automation Factory RPA Operations

Senior Support Engineer / Lead Automation Factory RPA Operations Role Overview : The Senior Support Engineer / Lead Automation Factory RPA Operations owns endtoend stability, availability, and performance of UiPathbased automations across production and lower environments. This role governs the multitier support model (L1/L2/L3), drives incident and problem management, and serves as the primary operational contact for business, IT, and leadership stakeholders. Key Responsibilities : End to End RPA Operations : - Take overall accountability for the smooth, reliable, and secure running of all RPA processes in production, covering UiPath Orchestrator, robots, robot servers/VDIs, and related integrations. - Coordinate with infrastructure, database, security, and application teams to ensure platform readiness, capacity, and adherence to enterprise standards. L1/L2/L3 Governance : - Define, maintain, and continuously refine the three tier support structure, including roles, responsibilities, and escalation paths for L1 (Service Desk), L2 (operations support), and L3 (expert/development). - Ensure clear runbooks, SOPs, and troubleshooting guidelines at each level; review escalations for quality, completeness, and correctness. - Assign ownership of tickets and problem records, mentor the team, and ensure consistent support coverage and effective handovers. Incident, Problem, and Change Management : - Oversee triage, classification, prioritization, and resolution of incidents related to bot failures, environment issues, and Orchestrator/server connectivity. - Decide when to engage L2 vs L3, when to escalate to IT (VM/VDI, network, AD, security), and when to create problem records or change requests. - Enforce SLAs, define standard triage flows, and ensure high quality closure with root cause, fix details, and preventive actions documented. Maintenance, Upgrades, and Lifecycle : - Plan and coordinate UiPath platform and component upgrades, patching, and regular maintenance (Orchestrator, robots, robot servers/VDIs, supporting applications). - Work with IT and platform teams on server builds, configuration baselines, security patches, password rotation, and environment readiness. - Define and oversee maintenance windows, communicate impact, and ensure regression/smoke testing of critical automations postchange. User Support and Stakeholder Management : - Act as primary contact for business stakeholders on production health, highpriority incidents, and planned changes impacting RPA operations. - Ensure users understand bot behavior, error messaging, and when to rerun, retry, or manually intervene in processes. - Coordinate and deliver Knowledge Transfer (KT), demos, and training to onboard new users and support staff. Process Improvement and Feedback : - Analyze incident trends, recurring errors, and performance bottlenecks; drive root cause analysis and long term remediation with developers, BAs, and architects. - Recommend design, configuration, and exception handling improvements to enhance stability, resilience, and efficiency of automations. - Feed operational learnings into development standards, solution design guidelines, and future automation candidate selection. Documentation and Knowledge Management : - Own operational documentation: troubleshooting guides, installation and configuration documents, operations manuals, runbooks, and userfacing guides. - Ensure all documentation is current, version controlled, easy to find, and aligned with the actual production setup and processes. - Promote disciplined knowledge capture from incidents, changes, and project go lives into a structured knowledge base for L1/L2/L3. Ticketing, Defects, and Governance : - Define and enforce standardized workflows and data quality in ServiceNow (incidents/requests) and Jira (defects, enhancements, change requests). - Align severity, priority, and status definitions; govern crossflow between ServiceNow and Jira and ensure clear closure criteria. - Establish and review operational KPIs/dashboards (volume by process, MTTR, recurring issues, backlog) and report them to leadership. Performance Monitoring and Capacity : - Oversee monitoring of bot success/failure rates, queue throughput, transaction volumes, robot utilization, license usage, and key infrastructure KPIs. - Identify capacity constraints and recommend scaling actions such as additional robots, schedule optimization, and infrastructure tuning. - Provide regular operational reports and insights to leadership, highlighting risks, trends, and improvement opportunities. Coverage, Oncall, and Escalation : - Design and manage support coverage across time zones, holidays, and critical business windows, including on call or extended hours models. - Define and socialize escalation paths for production down and high severity incidents, including communication trees and stakeholder notifications. - Clarify responsibilities for production Senior