RPA L1 Support Lead

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