Location : Hyderabad (Hybrid - 2 to 3 days/week from office) Experience : 3+ Years Employment Type : Full-Time Shift : 24x7 Support / Rotational Shifts / On-Call Support
Job Summary
Key Responsibilities:
- Support onboarding activities for new RPA solutions, including:
- Code and documentation reviews
- Process walkthrough sessions
- Hypercare support activities
- Monitor and support production automation processes.
- Ensure smooth transition of automation solutions into support operations.
Incident Management & Troubleshooting
- Investigate and resolve incidents raised against RPA solutions.
- Conduct root cause analysis (RCA) and implement preventive measures.
- Troubleshoot automation failures and provide timely resolutions.
- Maintain incident records and support documentation.
Client & Stakeholder Management
- Collaborate with clients to understand issues and explain proposed solutions.
- Gather and document business requirements for process enhancements.
- Work closely with Business Analysts to define and map process changes.
- Coordinate testing activities, release schedules, and deployment windows with stakeholders.
Change & Enhancement Management
- Implement change requests requiring modifications to automation workflows.
- Analyze process scope changes and assess technical feasibility.
- Support testing, validation, and production deployment activities.
Documentation & Compliance
- Maintain technical support documentation and knowledge base articles.
- Ensure adherence to support processes, SLAs, and operational standards.
Required Skills & QualificationsMandatory
- UiPath Certification (mandatory)
- 3+ years of overall IT experience with RPA support.
- Minimum 2+ years of experience working in a Help Desk / Service Desk / Application Support environment.
- Strong experience supporting UiPath automation solutions in production.
- Excellent troubleshooting and analytical skills.
- Strong customer service orientation.
- Excellent written and verbal communication skills in English.
- Experience with incident management and ticketing platforms.
- Proficiency in:
- Microsoft Word
- Microsoft Excel
- Microsoft Exchange
- Ability to work independently as well as within cross-functional teams.
Preferred
- Experience in production support environments with SLA-driven delivery.
- Knowledge of ITIL processes and best practices.
- Exposure to automation monitoring tools and support operations.
Additional Requirements
- Willingness to participate in 24x7 shift rotations and on-call support.
- Availability for weekend and after-hours support when required.
- Flexibility to work extended or non-standard hours during critical incidents.
- Ability to work effectively in culturally diverse and inclusive environments.
- Robust focus on meeting deadlines, productivity targets, and customer satisfaction.