Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Incident Management:
- Be the primary point of contact for automation incidents.
- Assign and follow up on incidents, ensuring timely and effective resolution.
- Collaborate hands-on with the incident team to address and resolve issues.
- Ensure that all incidents are documented, tracked, and resolved in accordance with established procedures.
- SLA-compliant incident handling with root cause analysis and corrective actions.
- Daily reporting of:
- Automation runs or Failures (with priority, owner, timestamp)
- Resolution actions & ETA
- Pending items with assigned owner
- Monitoring and testing for automation and platform upgrades.
- Communication with business users to keep them informed on status, risks, and resolution plans.

Strategy and Optimization:
- Develop and implement a strategy to collect and analyze top failure points in automation processes.
- Identify optimization opportunities and support the implementation of high-quality fixes to reduce the number of incidents.




- Ensure that all fixes are of high quality and do not introduce recent issues.
- Design and build internal automations to reduce repetitive manual tasks within the support and admin teams.
- Provide proof-of-value, track impact (time saved, tickets avoided), and prioritize effort vs. return.
- Promote innovation and knowledge sharing among support staff.

Reporting and Communication:
- Present daily reports on open items, closed incidents, resolutions, and next steps to ensure stability.
- Communicate effectively with internal and external stakeholders to provide updates on incident status and resolution efforts.
- Report detailed and insightful automation-related statistics, including program summaries, key performance indicators, and incident trends, to a non-technical audience.
- Ensure visibility across all business units on automation performance and plans.
- All requests must be managed via ServiceNow.

📌 Manager Automation (India)
🏢 Thermo Fisher Scientific
📍 India