Job Description

Responsible for ensuring the stability, efficiency, and enhancement of the RPA PAD and BCM
applications. This includes monitoring platform health, incident resolution, change management, and
continuous improvement initiatives while maintaining compliance with organizational and audit
standards.
Key Responsibilities
1. Monitor platform health and ensure stability by proactively identifying and resolving
potential issues.
2. Publish regular reports on VDI, license usage, service requests, incidents, and audit logs.
3. Conduct periodic reviews and cleanups of RPA PAD inventory, VDIs, licenses, and groups such
as APS and SNOW.
4. Handle service requests, incidents, and change requests within defined SLAs.
5. Perform root cause analysis (RCA) for high-priority incidents and document findings.
6. Provide 24x7 coverage for P1 and P2 incidents.
7. Conduct monthly UAR, URR, SNOW, APS/GMT, and platform-related group reviews.
8. Regularly upgrade PAD client versions and perform minor technical/software upgrades.
9. Identify and implement application improvements to enhance usability and performance.
10. Prepare knowledge articles and maintain an up-to-date application roadmap.
11. Communicate planned downtimes or outages to business users and stakeholders.
12. Publish weekly updates on ongoing and completed activities and improvements.
13. Update and maintain the training list for users, BLMs, and platform stakeholders.
14. Define, review, and update escalation frameworks, ensuring all escalations are tracked and
followed up on.
15. Coordinate with respective teams for Infra issues ( Sharepoint, One drive, VDI, Space issues)
16. Ownership for coordination with Microsoft for Support tickets
17. Review and approve code movements, configuration changes, and data updates.
18. Maintain compliance with internal processes
19. Ensure traceability and adherence to escalation protocols for improved accountability.
20. VDI Management and provisioning
Key Qualifications

• Should have experience in platform/application support, particularly with RPA tools like

Power Automate Desktop (PAD).

• Strong knowledge of ITSM processes, including incident, change, and problem management.
• Experience in compliance and audit handling, including lifecycle document management.
• Proficiency in monitoring tools, reporting, and inventory management.
• Analytical mindset with strong troubleshooting skills.
• Excellent communication and stakeholder management abilities.
• Ability to handle high-priority incidents with 24x7 availability.
• Collaborative mindset to work with cross-functional teams and vendors.
• Detail-oriented with the ability to maintain and organize extensive documentation.

Skills Required