Manager Automation & AI

Job description

Work Schedule Standard (Mon-Fri) Environmental Conditions Office Job Description Incident Management: • Be the primary point of contact for automation incidents. • Assign and follow up on incidents, ensuring timely and effective resolution. • Collaborate hands-on with the incident team to address and resolve issues. • Ensure that all incidents are documented, tracked, and resolved in accordance with established procedures. • SLA-compliant incident handling with root cause analysis and corrective actions. • Daily reporting of:• Automation runs or Failures (with priority, owner, timestamp) • Resolution actions & ETA • Pending items with assigned owner • Monitoring and testing for automation and platform upgrades. • Communication with business users to keep them informed on status, risks, and resolution plans. Strategy and Optimization: • Develop and implement a strategy to collect and analyze top failure points in automation processes. • Identify optimization opportunities and support the implementation of high-quality fixes to reduce the number of incidents. • Ensure that all fixes are of high quality and do not introduce new issues. • Design and build internal automations to reduce repetitive manual tasks within the support and admin teams. • Provide proof-of-value, track impact (time saved, tickets avoided), and prioritize effort vs. return. • Promote innovation and knowledge sharing among support staff. Reporting and Communication: • Present daily reports on open items, closed incidents, resolutions, and next steps to ensure stability. • Communicate effectively with internal and external stakeholders to provide updates on incident status and resolution efforts. • Report detailed and insightful automation-related statistics, including program summaries, key performance indicators, and incident trends, to a non-technical audience. • Ensure visibility across all business units on automation performance and plans. • All requests must be managed via ServiceNow. • Eliminate support from chat or email except for emergency escalations. Collaboration and Leadership: • Work closely with cross-functional teams, including developers, business analysts, and subject matter experts, to understand and resolve complex issues. • Coordinate with the automation operations team to ensure optimal coverage and support for incident resolution. • Mentor and guide team members to adhere to best practices in incident management and resolution. Enhancement of Existing Automations: • Responsible for performing enhancement work on existing automations, aimed at improving efficiency, reducing failure rates, and optimizing performance. This includes:• Identifying improvement opportunities based on failure trends, business feedback, and new capabilities. • Implementing enhancements or refactors to reduce technical debt or adapt automations to evolving application changes. • Ensuring all enhancement activities are documented, tested, and deployed through a controlled process with clear change tracking. • Enhancement services must be included as part of the overall support scope, not treated as separate change requests or out-of-scope development. • Enhanced automations should follow the same compliance, documentation, and testing rigor as new deployments. Knowledge, Skills, Abilities Technical Expertise: • Proficiency in coding, testing, and debugging skills. • Strong analytical and problem-solving capabilities. • Experience with automation tools and technologies, such as UiPath (including Agentic), Power Automate, Python, AI/ML models, and cloud platforms (AWS, Azure, Databricks). • Experience with LLMs , RAG and latest AI Trends and Technologies Operational Excellence: • Proven experience in managing and resolving automation incidents in high-pressure environments. • Ability to establish KPIs and quantifiable goals for incident management and resolution. • Strong aptitude for adapting and evolving methodologies and procedures to continually improve incident management processes. Communication and Leadership: • Ability to communicate effectively to a variety of audiences, both internal and external. • Proven experience in delivering results using standard project management techniques and disciplines. • Strong leadership skills with the ability to mentor and guide team members. Required Experience & Skills: • Extensive experience in managing automation incidents and ensuring high-quality resolutions. • Hands-on experience with automation tools and technologies, including UiPath and AI-based automation. • Strong problem-solving skills with an ability to translate business needs into technical solutions. • Experience working with cloud platforms (AWS, Azure, Databricks) for automation and AI deployment. • Strong knowledge of Python, Power Automate, and APIs for AI and automation integration.