Senior Support Engineer / Lead Automation Factory RPA Operations

Role 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.