Description

Run Operations Manager is responsible for leading end-to-end Automation Run Services, ensuring stability, SLA adherence, and continuous availability of in-production automations across RPA, Power Platform, Document Automation, and Agentic/GenAI solutions. This role drives operational governance, incident management, and cross-functional coordination to maintain reliable and resilient automation services.

Responsibilities

Run Services & Operations

- Own and govern L1–L3 production support ensuring timely incident resolution and SLA compliance
- Act as primary escalation point for P1/P2 incidents and lead resolution coordination
- Drive incident, problem, and change management aligned to ITIL practices
- Ensure continuous automation monitoring, stability, and service availability

Cross-Functional Collaboration

- Partner with Platform Support on setting readiness, access, and license management
- Collaborate with Infrastructure/Resiliency teams on VM capacity, scheduling, and high availability
- Work closely with Build teams for smooth production handovers and hypercare stabilization
- Coordinate with vendors/L4 teams for complex issue resolution





Governance & Reporting

- Manage KPIs, SLA performance, and operational reporting (tickets, uptime, automation performance)
- Lead service reviews and governance forums with stakeholders
- Ensure audit-ready documentation, runbooks, and knowledge management

Continuous Improvement

- Drive root cause analysis (RCA) for critical and recurring incidents

Identify and implement stability, resiliency, and cost optimization improvements

Key Focus Areas

- End-to-end Run Services ownership
- Strong Platform, Resiliency, and Build collaboration
- SLA-driven delivery with operational rigor and governance

Qualifications

- 8–12+ years in production support / run operations, with leadership experience
- Strong knowledge of RPA, Power Platform, Document Automation, and AI-based solutions
- Experience with ITIL processes (Incident, Problem, Change Management)
- Proven ability to work across cross-functional teams (Platform, Middleware, Build, Vendors)
- Strong stakeholder communication and operational governance experience

📌 Operations- Manager -MFT - KGS CH (Hyderabad)
🏢 BSR
📍 Hyderabad