SUPPORT LEAD

General Description.
The Support Lead is tasked to lead production support of deployed automations.
This role will own maintenance and support of deployed UiPath automation and the UiPath environment for Nissan Americas.
Key Responsibilities.
Process Monitoring and Maintenance.
Monitor the performance of health of RPA bots and automated processes.
Conduct regular audits and reviews of RPA workflows to identify areas of optimization and improvement.
Collect and analyze data on RPA Bot performance; generate dashboards to track key performance indicators and trends over time.
Technical Support.
Provide technical support and guidance to the automation team and end-users.
Troubleshoot issues related to automation tools, processes, and infrastructure.
Collaborate with Developers and Support Engineers to diagnose and resolve complex technical problems.
Manages monitoring and support team to allocate effort across operational responsibilities.
Provide Technical guidance and mentorship to team members, helping them grow and develop their skills.
Incident Management and resolution.
Support the investigation root causes of incidents and implement corrective actions to prevent recurrence.
Document incident details, resolutions and lessons learned for future reference through the authorized platform.
Continuous Improvement and Change Management.
Focuses on continuously improving the robots’ operational performance and resource allocation via advanced reporting and analytical tools within the organization.
Implement changes and updates to RPA solutions to enhance efficiency and reliability.
Manage change requests and assess the impact of proposed changes on existing RPA processes.
Communicate changes to stakeholders and ensure proper documentation and testing procedures are followed.
Use performance insights to make data driven decisions and prioritize areas for improvement.
Compliance and Security.
Ensure compliance with regulatory requirements, standards and policies governing automation implementation and data privacy.
Implement security measures to protect sensitive information processed by automation.
Stakeholders Management and Engagement.
Collaborate with business analyst, process owner and stakeholders to gather requirements, provide updates, and address concerns.
Collaborate with Automation Cloud Administrator and Infrastructure Engineers to ensure the automation program has a strong and secure base to operate on.
Collaborate with the corresponding teams to ensure the proper operation of the whole infrastructure (servers, databases, file shares, robot machines, orchestrator, and application installation).
Ensures development teams have required infrastructure and access in place to execute development plan.
Documentation.
Develop and Maintain documentation for RPA standards, best practices and troubleshooting procedures.
Create knowledge base articles and training materials for RPA users and support employees.
Ensure that documentation is up to date and accessible to relevant stakeholders.
Education/Certifications.
Bachelor’s degree in computer science, Computer Engineering, Mathematics, or related field.
Postgraduate degree – Desirable.
UiPath Automation Developer Professional Certification – Desirable.
Previous Work Experience 3+ years of Development and Support Experience in a Senior Lead role, experience in automation development and support using UiPath.
1-2 years of managing RPA Development and Support.
Other Knowledge, Skills and Abilities Language.
Spanish & English intermediate to advanced, Portuguese Desirable.
Must have.
Experience leading and managing high performing teams.
Experience with enterprise-wide business process improvement initiatives.
Experience with agile development and software development life cycle (SDLC) processes.
Possesses strong communication skills with the ability to present technical details to a non-technical audience.
Strong problem-solving skills and the ability to make informed decisions, balancing technical considerations with business objectives.
Nice to have.
Working knowledge of BI tools such as Power BI or Tableau.
Expertise with the entirety UiPath Automation Cloud suite.
Experience with cross-regional teams.
Competencies.
Focus on results, customer orientation, negotiation and conflict management, effective communication, problem solving, teamwork, planning and organization, work under pressure, stakeholder management, change management, leadership.
Nissan (NMEX,NEdM, NRFS, NRFM y ANZEN) realiza contrataciones con base al cumplimiento del perfil de puesto en la vacante, sin distinción (ni discriminación por género, identidad y/o expresión de género, orientación sexual,) raza, color, idioma, religión, opinión política o de cualquier otra índole, origen nacional o social, posición económica, nacimiento o cualquier otra condición.
Nissan (NMEX,NEdM, NRFS, NRFM and ANZEN)   hires   based   on   the   fulfillment   of   the   job   profile   in   the   vacancy,   without   distinction   or   discrimination   based   on   gender,   gender   identity   and/ or   expression, sexual   orientation,   race, color,   language,   religion,   political   or   any   other   opinion,   national   or   social   origin,   economic   position,   birth   or   any   other   condition.
By   applying   for   the   advertised   position, candidates   acknowledge   that   Nissan Mexicana and   its   subsidiaries reserve   the   right   to   conduct   a   public   conduct   search   due   to   the   sensitive   nature   of   the   assets   and   information   involved   in   the   role.
This   includes,   but   is   not   limited   to,   proprietary   information,   financial   data, and   other   assets   requiring   safeguarding.
Nissan Mexicana and   its   subsidiaries   assure   confidentiality   and   compliance   with   all   legal   requirements   regarding   the   use   of   such   information.
By   applying   for   this   position,   you   are   consenting   to   this   check.
Mexico City México