Automation Support Engineer

Key Responsibilities The Automation support engineer will 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 good level 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 w ith 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 Supervise night shift support engineers Perform the required P latform operational activities and performing check s Monitoring of the Automation Platform , ensuring the stability of the service Daily administration of the PROD environment (Running processes, maintaining resource s, 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 environment inline 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 organi s ation standards Ensure adherence to ITIL policies and processes such as change m ana g e m en t, incident m ana g e m en t and problem m ana g e m en t. 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 provid e 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 discipline and have 3 - 5 years experience in RPA development and or Application Operations Support Have relevant 3-5 years supervisory experience You have an experience with RPA products like Blue Prism, UIPath , Automation Anywhere or other Posses development skills in UI Pith , SQL, Software Design, and Data analytics You have knowledge of Incident Management, Change-Management Process, knowledge of ITIL standards Excellent understanding and application of development standards and practices Excellent understanding and application of testing standards and practices Excellent understanding o f release , deployment, and service transition management Excellent understand ing 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 E xperience 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