Production Support

• Responsible for running day-to-day production support, and handling incidents and service requests. Responsible for the reliability, availability, performance, monitoring, and incident response of the automation systems and services.
• Contribute to the resolution of production issues and critical incidents within the SLA.
• Identify risks and support in mitigating technical aspects.

Automation

• Proactively and continuously strive to improve operations by automating manual processes, improving existing processes, minimizing complexity, reducing time to response, and increasing service reliability and customer satisfaction
• Analyze production issues from the business and application perspective, perform impact assessment, contribute to Root Cause Analysis and outline corrective actions
• Provide fixes and verify changes to ensure continued operability of the automation solution
• Perform the day-to-day maintenance with a focus on reducing technical debt of the automations while maintaining a high degree of system availability.
• Strive to improve the deployment process to minimize the impact on customer business
• Perform design, development, testing and maintenance of tools/automations based on microservices approach, using agile methodologies and RPA tools.
• Provide operational input as and when required to the development team to design, develop, modify and troubleshoot software solutions and configurations, to ensure that the product/solution performs within optimal design specifications.
• Ensure that the solution is maintainable and scalable.
• Actively bringing ideas for improvement to the relevant parties. Enhance knowledge and capabilities in the relevant tools and best practices.

Quality and SLAs

• Be aware of automation SLAs, confirming that all activities performed support SLA achievement and do not reduce the level of service.
• Ensure that assigned tasks are completed on time and that delivery timelines are met as per quality targets of the organization

Culture, Teamwork and Collaboration

• Perform blameless postmortems, provide comments and suggestions, make decisions together quickly and effectively, and work with cross functional teams to achieve goals in agile methodology
• Actively cooperate with the team and account members.
• Contribute to create a psychologically safe working environment.

Onboarding and Knowledge Sharing

• Onboard new hires and train them on processes.
• Share knowledge with team members.