Job Description

India
Information Technology (IT)
Group Functions
Job Reference #
260600BR
City
Hyderabad
Job Type
Full Time
Your role
Are you passionate about delivering high quality customer support service and enjoying working in a high-energy environment with great spirit on commitment and quality delivery? Do you have a knack for understanding business processes and how we can optimize and improve through a combination of process re-engineering and technological changes? Do you have a curious nature, always interested in finding ways to innovate? We’re looking for someone like that to help us:

• resolve process and software questions for the customer efficiently and effectively
• gather the required information necessary in order to best handle customer inquiries
• manage customer expectations regarding estimated response times for issue resolution
• meet SLAs like response and resolution times by partnering within L2 and L3 Support organizations
• partner with Technical Support team members on various strategic projects when needed
• own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.
• run monitoring reports for usage, performance, and/or availability.
• document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.

Key Responsibilities

• first point of contact for internal clients, business partners, Technology Centers of Expertise (CoE) and User Service Centers (USC) in regards to automated process execution.
• conduct information gathering activities such as surveying, analyzing and evaluating automated process executions and underlying application changes, by using a variety of internal and/or external data.
• engage with impacted clients to understand underlying incidents and implement performant and reliable fixes to the automated processes.
• identify and recommend methods to improve processes, reduce risks, increase controls and customer satisfaction.
• determine required quality improvements, implement risk management procedures and escalate issues as appropriate.
• commit to a culture of continuous improvement centered on client service and automation standardization.

Key Deliverables

• oversee automated process execution by service delivery and initiate correct support process in case of incidents.
• identify, propose and develop solutions for incidents.
• support service delivery in day to day business with stable availability of automated processes - help steer production and increase efficiency.
• communicate with various stakeholder levels across functional areas (Operations and IT).

Your team
You’ll be working in the Automation Lifecyle Production Services team in Hyderabad, India. – the team is part of the global Automation Office team in CDIO. The team is responsible for operating more than 700 Automation solutions globally to support service delivery teams in executing their day to day business more efficiently.

Diversity helps us grow, together. That’s why we are committed to fostering and advancing diversity, equity, and inclusion. It strengthens our business and brings value to our clients.
Your expertise

• at least 5 years of experience inIT industry with 2 years of relevant experience in RPA and automation
• experience in shared services, project management or quality control
• good knowledge of computer science fundamentals
• strong analytical, problem-solving and synthesizing skills (you know how to figure stuff out)
• rapid comprehension for information technology and a natural ability to solve complex issues
• passion to learn new skills towards automation solutions (e.g. RPA, machine learning, natural language processing, chat bots etc.), automation anywhere, Alteryx, Python skills are required.

• curious and collaborative, comfortable working independently as well as in a team
• able to multi-task and manage competing priorities in a demanding environment
• not shy to speak up and make sure your message comes across
• able to assess new ideas and provide implementable solutions
• a confident communicator that can explain technology to non-technical audiences
• fluent in English (written and spoken)

About us
UBS is the world’s largest and only truly global wealth manager. We operate through four business divisions: Global Wealth Management, Personal & Corporate Banking, Asset Management and the Investment Bank. Our global reach and the breadth of our expertise set us apart from our competitors.

With more than 70,000 employees, we have a presence in all major financial centers in more than 50 countries. Do you want to be one of us?
How we hire
This role requires an assessment on application. Learn more about how we hire: www.ubs.com/global/en/careers/experienced-professionals.html
Join us
At UBS, we embrace flexible ways of working when the role permits. We offer different working arrangements like part-time, job-sharing and hybrid (office and home) working. Our purpose-led culture and global infrastructure help us connect, collaborate, and work together in agile ways to meet all our business needs.

From gaining new experiences in different roles to acquiring fresh knowledge and skills, we know that great work is never done alone. We know that it's our people, with their unique backgrounds, skills, experience levels and interests, who drive our ongoing success. Together we’re more than ourselves. Ready to be part of #teamUBS and make an impact?
Contact Details
UBS Recruiting India
Disclaimer / Policy Statements
UBS is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce.