AI and Automation Production Support Lead

Summary:

The AI & Automation Production Support Lead will oversee and own the end-to-end production support of our enterprise IA, RPA (Robotic Process Automation), and AI programs. This is a leadership role that goes beyond standard analysis, managing L1 and L2 support vendors, mentoring internal staff, and driving continuous improvement. We are looking for an assertive leader with sufficient technical acumen to understand automation designs, spot potential design flaws, and speak intelligently with our vendor partners. You will utilize these skills to handle complex escalations, manage vendor SLAs, and seamlessly receive and manage new automation projects as they transition into the production environment. 

What You Will Do (Key Responsibilities):

• Operational Leadership: Own the day-to-day RPA, IA, and AI production support lifecycle (break/fixes, remediation, enhancements). Take full ownership of automations immediately following deployment to production, ensuring long-term stability and performance in the production environment.
• UiPath Automation Cloud Platform Administration: Serve as the primary platform administrator for UiPath Orchestrator. Manage all day-to-day administrative tasks, included but not limited to scheduling deployments, provisioning machines and robots, monitoring job queues and system logs, and configuring user roles and access permissions.
• Vendor Management & Accountability: Act as the primary lead for two external production support vendors (L1 and L2). Hold them accountable to SLAs, drive service excellence, and manage operational workflows between internal and external teams.
• Team Leadership: Direct, mentor, and oversee the daily workload of internal support staff, fostering a culture of high performance, accountability, and continuous learning. This will include the ability to coach, develop, and provide reviews and recommendations on a recurring basis.
• Escalation Management: Serve as the definitive point of escalation for high-priority production issues. Apply technical understanding and polished communication to resolve roadblocks, effectively managing expectations across, down, and up the organizational hierarchy.
• Technical Oversight & Quality Assurance: Leverage your technical fluency to review incoming automations for production readiness, spot potential design flaws, and intelligently guide vendor and contractor partners on best practices to ensure post-deployment stability
• Business Partner Engagement: Build resilient relationships with cross-functional stakeholders. Act as an assertive, articulate liaison who can translate complex technical realities into clear business impacts.
• Continuous Improvement: Identify and implement strategic enhancements within production operations, ensuring proactive support and optimization.

What You Bring (Required Skills & Attributes):

• Experience: Background in operational leadership, 3^rd party vendor partnership, or production support to bring the technical fluency necessary to oversee Intelligent Automation and AI deployments post-production. 
• Technical Fluency: Proven ability to partner across various business units, backed by a strong familiarity with core enterprise applications and how they intersect with automated solutions.
• Leadership Skills: Demonstrated ability to lead direct reports and external vendors autonomously.
• Communication: Exceptional verbal and written communication skills; capable of navigating high-pressure enterprise environments with professionalism and tact.