Description:
Automation Resourcing | Why Join Us at VMO2
- Join us as part of an existing team to deliver process automation with the vision to liberate our business from complexity, enhance our workforce productivity, and enable a differentiated customer experience
- We are already an established Automation capability within the VMO2 CIO business function and have strong sponsorship to drive the automation capability to the next level
- VMO2 is a power house of process automation having already delivered one of the largest digital workforce footprints in the UK, we are extending our footprint even further over the next coming years
- We already utilise some of the leading industry toolsets in the automation landscape and are looking to introduce more high calibre tools into our ecosystem. The next generation of automation toolsets, we are spanning our horizons into machine learning to enhance even further our intelligent automation capabilities for our business
- We want don’t just want you to be part of our journey…… we want you to enable it
About the role
The RPA Support Engineer is responsible for monitoring the Control Room performance, triaging production RPA/Automation incidents, and performing jeopardy management for open incidents and problems. They will manage stakeholder incident and change communication, and liaison with support teams outside of the COE such as major Incident Management and application support teams.
The RPA Support Engineer will contribute to service reporting and will be required to support a rota with a large team of other support engineers. Approximately 1 in 4 days providing evening support
Role Responsibilities
- Provide the core Service Desk, Advanced Incident Management & Triage function for all Automation/RPA production solutions
- Opening or Reception and record of incidents, assigning of the criticality, if required, according the parameters defined by VMO2
- Effectively communicate to business stakeholders and process owners, the impact of any Automation incident through email, phone, text, MS Teams
- Reception of all incidents related with the Business Process Automations:
- Analysis of the cause of an incident: Process Automation (software defect or misconfiguration, change in underlying, systems which integrate with the RPA Solution)
- Application of predefined resolution procedures or workarounds to known issues to restore the RPA Solution, or Process Automation functionality
- Escalation to second level, if unable to resolve. After service restoration with a workaround, or if service restoration it not feasible, a problem case will be created, and will be escalated to third level support to investigate root cause analysis and reach a final solution
- Proactive communications and follow-up of incidents with other support levels or with other support groups, until they are resolved
- Ensure compliance with stipulated service levels and analyse the indicators periodically and often enough, identifying potential issues and proposing improvements.
- Ensure the business are made aware of the impact of the business exceptions in terms of volume and expected resolution timescales when it is possible, so they may appreciate the impact on manual resourcing
- Ensuring the reporting dashboards (via RPA Supervisor and BluePrism control tower) are viewed and analysed on a regular interval (over 24 hour period and when the Digital Worker schedules are running) to ensure Business SLA integrity
- Ensure schedules of the Admin digital workers run and remediate any initial issues through triage