RPA Bot Controller Shift Supervisor

Job description

Overall years of experience: 5-7 Years
Relevant Years of Experience: 3+



RPA Bot Controller Shift Supervisor

This role is part of CT Bot Management Services providing 24 X7 infrastructure administration and technology / Application support for the RPA business platform hosted both within EY Global Data Centres and EY controlled Public Cloud. This includes virtual infrastructure usage, RPA control room monitoring and work on Incidents / problem and Change management.

Position Summary

The role encompasses managing 9-hour shifts providing Level L1 and L2 functional and technical infrastructure support to CT Bot Control Services team, and change management of introduction of new automated processes into that environments. It includes:

• Managing the Communication to the stakeholders
• Tracking of the Incident, Service Request and Change Request in compliance with the Service Management requirement
• Understanding and identifying technical infrastructure requirements for RPA Solutions.
• Supporting existing processes and implementing change requirements as part of a structured change control process.
• Supporting the Operations Teams during the UAT and rollout phases.
• Providing architectural control over solution designs to ensure consistency and continuity.
• Helping the team in troubleshoot problems that arise on RPA projects and assist with RPA tool upgrades.
• Problem solving issues that arise in day to day running of RPA processes and providing timely responses and solutions as required.

 

Position requirements (Essential)

• Excellent team and stakeholder management skills
• Excellent verbal and written communication skills.
• Have strong problem solving and analytical skills necessary to support large scale IT system and networks.
• Flexible to work shift-patterns including weekends and evenings across 24/7.
• Either:

·  RPA Certified in Blue Prism® or UI Path® or Automation Anywhere®, OR
·  At least 4 years’ experience in RPA Certified

• Basic understanding of Support including ITIL processes
• Liaison with appropriate teams to escalate issues to relevant teams, provide viable workarounds to resolve incidents.
• Knowledge and adherence to EY/CT guidelines for Incident, Problem, and Change& Release Management.
• Ability to work with senior level leaders and stakeholders, build relationship
• Document and demonstrate support solutions by developing documentation, flowcharts, layouts, diagrams, charts, code comments, and clear code.
• Enhance or write Standard Operating Procedures
• Working with the RPA Technical Architect to design and conceptualise the RPA solution.

Position requirements (Desired)

• At least 3+ yrs. of experience in handling 24 x 7 teams
• At least 3+ yrs. of experience in handling IT Infrastructure and access management within enterprises.
• One of the following certification will support the required technology understanding to perform this role: ITIL, MCSE, CCNA,
• Basic knowledge of any one programming language (C# / C++ / Java / Perl / Python).
• Exposure to Windows server / Desktop maintenance and troubleshooting.
• Liaison with appropriate teams to escalate issues to relevant teams, provide viable workarounds to resolve incidents
• Ability to work with senior level leaders and stakeholders, build relationship
• Document and demonstrate support solutions by developing documentation, flowcharts, layouts, diagrams, charts, code comments, and clear code.