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

Senior Support Engineer / Lead Automation Factory RPA OperationsRole 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 deployments, smoke tests, and post deployment monitoring from an operations perspective.Access, Security, and Compliance :- Govern AD groups, UiPath roles, and service account usage to ensure segregation of duties and leastprivilege access.- Oversee password rotation, credential vaulting, audit, and logging requirements with security and IT controls teams.- Support internal/external audits by providing evidence, documentation, and explanations of operational controls.Required Qualifications :- Education : Bachelors degree in Computer Science, Information Technology, or related discipline (or equivalent experience).- Total Experience : 7- 12 years of IT/application support or operations experience in enterprise production environments.- RPA Experience : 4- 7 years of hands on RPA experience with a strong focus on UiPath platform operations; prior senior support/operations lead experience preferred.- Methodology : Proven experience leading or mentoring support teams within ITILaligned incident, problem, and change management processes.- Tools : Strong experience with enterprise ticketing tools such as ServiceNow and Jira.Technical Skills :- UiPath Platform : Deep understanding of UiPath Orchestrator (jobs, queues, assets, schedules, folders, permissions), robots, and deployment models (attended, unattended, nonproduction).- Infrastructure : Solid knowledge of Windows Server, networking basics (DNS, firewall, proxies, certificates), and application/service monitoring.- Security : Good grasp of Active Directory, service accounts, RBAC, and security/compliance for RPA platforms.- Diagnostics : Working knowledge of SQL for diagnostics and ability to interpret application and event logs across servers and VDIs.- Advantageous : Exposure to OCR/Document Understanding, web/API integrations, Citrix/VDI, and scripting/automation (PowerShell, Python, or similar).Behavioural and Leadership Competencies :- Accountability : Strong ownership mindset with accountability for RPA production stability and support outcomes.- Communication : Excellent communication skills for engaging business leaders, IT teams, and vendors, including clear incident updates and postincident reviews.Leadership: Demonstrated capability to lead, coach, and develop L1/L2/L3 team members with a culture of continuous improvement and knowledge sharing.Decision Making: Structured, datadriven decisionmaking with the ability to balance operational urgency and longterm platform health. (ref:hirist.tech)