Job Description

Key Responsibilities

RPA Application & Production Support

- Investigate incidents and failures using logs, control room data, process design artefacts, and runtime behaviour.
- Triage incoming issues quickly and accurately, distinguishing process defects from environment, infrastructure, or data-related root causes.
- Identify root causes and implement fixes for bugs, configuration issues, and minor enhancements.
- Act as a single point of accountability for assigned automations or business areas.

AI-Assisted Development, Testing & Issue Resolution

- Use modern AI coding assistants, LLM APIs, or open-source AI frameworks to accelerate investigation, build and maintain automation workflows, and support agentic processes.
- Use AI-assisted testing tools to support test case, scenario, and regression coverage generation, reducing regression risk on changes.
- Critically evaluate AI-generated outputs to ensure quality and accuracy before acting on them.
- Apply awareness of core prompting techniques (Few-Shot, Chain-of-Thought, Retrieval-Augmented Generation) at a level appropriate to support and triage work.

Minor Development & Change Delivery

- Design, build, test, and deploy changes to existing automations in line with Blueprism best practices.
- Apply understanding of work queue concepts (Work HQ), transactional priority tagging, and exception-handling logic when supporting high-throughput processes.
- Coordinate low-risk changes through appropriate change control, release, and communication processes.




- Work with developers in diagnosing issues and improving development quality.

Incident, Problem & Triage Management

- Manage incidents and defects through to resolution, remaining calm and methodical during high-severity.
- Balance support priorities and delivery constraints, managing expectations across stakeholders.
- Contribute to problem management by identifying recurring issues and driving durable fixes to reduce repeat incidents.

Stakeholder Management & Communication

- Communicate clearly with operational stakeholders during incidents, including impact, workaround, and resolution.
- Act as a single point of accountability for assigned automations or business areas.
- Build strong relationships across Operations, Technology, Risk, and Business functions.
- Manage upward and laterally — keeping leadership and peer teams appropriately informed, and escalating at the right time with the right context.

Governance, Trust & Knowledge Sharing

- Ensure AI and automation components comply with enterprise-grade security, data privacy, and ethical AI guardrails.
- Apply awareness of Responsible AI principles, model limitations, and governance practices.
- Create and maintain support documentation, runbooks, and troubleshooting guides.




- Promote consistent investigation approaches, quality standards, and AI-assisted ways of working within the Support team.

Required Skills & Experience

Essential

- Production support experience within enterprise environments.
- Experience in environments where delivery and maintenance responsibilities are merged — e.g. CoE, Dev Ops, or Full Stack teams.
- Robust understanding of infrastructure concepts (servers, services, access, networking fundamentals).
- Hands-on exposure to modern AI coding assistants, LLM APIs, or open-source AI frameworks.
- Familiarity with Playwright (web automation/testing) and FlaUI or similar accessibility-based frameworks (desktop).
- Awareness of prompt engineering techniques and how text-based AI models operate.
- Ability to work calmly and methodically during high-severity incidents.
- Excellent stakeholder communication and coordination skills.
- Strong sense of accountability and service ownership.
- Demonstrated ability to work autonomously, make sound and timely decisions, and escalate appropriately.

Desirable

- Exposure to AI agents/Digital Workers and cloud-based AI ecosystems (e.g. AWS Bedrock, Azure OpenAI, Google Vertex AI)
- Experience with Blue Prism Enterprise (v7.x preferred), with a preference for backend/API and Control Room over legacy client-side development.
- Experience working with SQL Server in a support or troubleshooting capacity.
- Financial services or regulated environment experience.
- Foundational Blue Prism certifications.

📌 Automation Support Engineer (AI-Assisted) — Role Profile (India)
🏢 SS&C Technologies Holdings
📍 India