RPA L1 Support Lead

Full-time

Acestack

Job Title: RPA L1 Support Lead

Job Type: Full Time

Location: Toronto, ON | Onsite Job Description

Seeking an experienced RPA L1 Support Lead to manage Level 1 production support for enterprise automation platforms. The role focuses on bot monitoring, incident management, SLA compliance, operational governance, stakeholder communication, and coordination with L2/L3 teams to ensure uninterrupted automation services.

Key Responsibilities

Lead L1 support operations for RPA platforms and monitor bot executions, schedules, queues, and workloads.
Investigate, triage, and resolve bot failures, incidents, and operational issues.
Perform bot restarts, reruns, and recovery activities according to established procedures.
Manage incidents, service requests, and escalations while ensuring SLA adherence.
Coordinate with L2, L3, Infrastructure, and Application Support teams for issue resolution.
Track platform availability, KPIs, operational performance, and support metrics.
Provide incident updates, stakeholder communications, and operational reports.
Lead and mentor L1 support analysts, including shift management and knowledge transfer.
Maintain SOPs, runbooks, support documentation, and knowledge base articles.
Support audit, compliance, governance, and continuous improvement initiatives.

Required Skills & Experience

Strong experience in UiPath Production Support and RPA operations.
Hands-on experience with RPA monitoring, troubleshooting, and bot recovery .
Strong Incident, Problem, and Escalation Management skills.
Experience with Service Management and SLA Governance .
Strong Root Cause Analysis and problem-solving abilities.
Experience with operational reporting and KPI tracking.
Excellent stakeholder communication and coordination skills.
Proven team leadership and mentoring experience.

Key Competencies

RPA Production Support
Service Delivery Management
Incident & Escalation Management
Operational Excellence
Problem Solving & Troubleshooting
Stakeholder Management
Team Leadership & Collaboration

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Vacancy posted 2 days ago

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