RPA Technical Support Manager – vBots
We are looking for an experienced RPA Technical Support Manager to drive end-to-end support operations for vBots, ensuring reliable bot performance, effective incident management, and seamless client experience. This role will drive L1/L2 support delivery, manage escalations, and work closely with Engineering teams to ensure timely resolution and continuous improvement of automation support processes.
Key Responsibilities:
- Run support operations: triage, assignment, tracking, escalation, and closure
- Handle incident management, client updates, and stakeholder coordination
- L2 troubleshooting for RPA: bot failures, schedules/triggers, queues, retries, exceptions, credential/config issues, integrations
- Escalate to L3 Engineering/Dev with complete evidence (steps, logs, run history, environment details) and drive closure
- Maintain SOPs/KB articles/templates and mentor L1 & L2 teams.
- Weekly metrics reporting: volume, SLA adherence, backlog aging, escalations, top issues
Required skills:
- Strong support process knowledge (severity vs priority, SLAs, escalation, RCA)
- Strong client communication (written + verbal)
- Hands-on RPA troubleshooting experience
- API/integration knowledge (REST, JSON, Postman/webhooks)
- Ticketing/tracker tools experience (Jira/Jira Helpdesk /Excel)
Preferred: SQL basics; Python scripting for diagnostics/support automation.