Technical Support Engineer

Best InfoSystems Ltd.
  • Chennai
  • 10-17 lakh
  • 10-15 years
  • Views
  • 05 Jul 2017

  • Project/ Program Management IT

  • IT/ Technology - Software/ Services
Job Description

- Manage and resolve blue prism automation / development related issues

- Define BP monitoring best practices and implement the same with support from T1/T2/BOT controller teams

- Define and implement reporting templates for platform and sprint performance

- Conduct, coordinate with BP and participate in BP platform audits at agreed intervals

- Evolve and implement continuous improvement methodologies working in tandem with the BOT controller teams for improving sprint performance

- Investigate and diagnose BP incidents to restore a failed RPA Service as quickly as possible

- Provide advanced technical support for investigation and diagnosis for resolving BP platform related incidents to ensure Service Level Agreements/Operational Level Agreements are complied

- Escalate unresolved Incidents to BP for support

- Provide guidance for documenting troubleshooting steps and service restoration details

- Create and submit knowledge articles

- Identify and work on problems with the problem management team

- Work with database, infrastructure, application, platform and support partners (viz. Accenture, BP, HP etc.) for issue isolation and resolution as the case maybe

- Mentor and coach the Tier 1, Tier 2 teams for quicker issue resolution

- Liaise with IT leaders to ensure that the serviced, supported and secure technical environment scales in line with Business Demand

- Own the Framework that underpins the rapid and repeatable delivery of process automation and ongoing scheduling, monitoring and evolution of the automated processes to increase and improve the business benefit.

- Understand system and business change cycles to ensure automated processes are proactively amended to reflect changes

- Distribute appropriate Management Information to the Business Customers in order that the business benefit and usage can be proactively tracked, monitored and refined.

- Provide escalation point for the effective removal of blockers and escalation at all levels

- Identify and manage risks and dependencies and effectively manage these across internal departments and Blue Prism as necessary

- Proven experience of successfully delivering high quality solutions in high pressure, structured environments using standard project management techniques and disciplines

- Ability to liaise with senior level external supplier and internal stakeholder representatives in a rational and measured manner to communicate project progress, issues, risks and solutions

- The aptitude to adapt and evolve methodologies and procedures in a controlled manner to continually improve the delivery and support channels

- Background in software delivery with excellent client facing skills

- Strong technical and analytical skills to be able to quickly identify the issues and suggest a suitable workaround or solution to fix the problem

- Team player, who can collectively drive discussions and arrive at conclusions

- Flexibility to work in any time zone as required for fulfilling the job requirements.

- Flexible and responsive to changing work patterns and demands

- Ability to work and deliver in challenging cross functional teams and environment

- Excellent written and verbal communication skills.

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Best InfoSystems Ltd.