Team Lead, Digital Transformation

POSITION SUMMARY:

The Team Lead is responsible for overseeing 20x5 monitoring and support operations for the RPA platform and automation bots. The role ensures high availability, timely incident resolution, and smooth platform operations by leading a shift-based L1 support team and coordinating with cross-functional stakeholders.

JOB FUNCTION AND RESPONSIBILITIES:

• Lead and manage L1 monitoring operations across a 20x5 model with rotational shifts

• Supervise real-time monitoring of UiPath Orchestrator, bot schedules, queues, and triggers

• Ensure timely incident triage, RCA, and resolution within defined SLAs

• Act as the primary escalation point for critical incidents and unresolved issues

• Drive adherence to ITIL processes (incident, problem, and change management)

• Oversee job restarts, transaction reprocessing, and production support activities

• Ensure proper documentation of incidents, RCAs, and knowledge articles

• Coordinate with Development, Infrastructure, QA, and Operations teams for issue resolution

• Support code migrations, configuration changes, and CAB activities

• Monitor team performance, shift coverage, and ensure adequate backfill planning

• Drive continuous improvement through automation, SOP refinement, and proactive monitoring

QUALIFICATION:

• B.E / B. Tech / MCA

• Strong experience in UiPath Orchestrator and RPA support operations

• Solid understanding of L1/L2 support models and production incident management

• Knowledge of Python (basic), AWS, GitHub, and scripting

• Experience with log analysis, RCA, and automation failure troubleshooting

• Familiarity with Oracle/MySQL and basic query execution

• Working knowledge of ITIL and SDLC processes

• Proven team leadership and shift management experience

WORK SCHEDULE OR TRAVEL REQUIREMENTS:

Rotational shifts spread across morning, mid and evening shifts. Weekend support for planned maintenance activities. Office Connect once a week. No travel required