IT & Software

RPA L1 Support Lead-5

Realign Llc

Toronto · On · Canada

Job Title: RPA L1 Support Lead
Job Type: Full Time
Location: Toronto, ON | Onsite

Job Description

Seeking an experienced RPA L1 Support Lead to manage Level 1 production support for enterprise automation platforms. The role focuses on bot monitoring, incident management, SLA compliance, operational governance, stakeholder communication, and coordination with L2/L3 teams to ensure uninterrupted automation services.

Key Responsibilities

  • Lead L1 support operations for RPA platforms and monitor bot executions, schedules, queues, and workloads.
  • Investigate, triage, and resolve bot failures, incidents, and operational issues.
  • Perform bot restarts, reruns, and recovery activities according to established procedures.
  • Manage incidents, service requests, and escalations while ensuring SLA adherence.
  • Coordinate with L2, L3, Infrastructure, and Application Support teams for issue resolution.
  • Track platform availability, KPIs, operational performance, and support metrics.
  • Provide incident updates, stakeholder communications, and operational reports.
  • Lead and mentor L1 support analysts, including shift management and knowledge transfer.
  • Maintain SOPs, runbooks, support documentation, and knowledge base articles.
  • Support audit, compliance, governance, and continuous improvement initiatives.

Required Skills & Experience

  • Strong experience in UiPath Production Support and RPA operations.
  • Hands-on experience with RPA monitoring, troubleshooting, and bot recovery .
  • Strong Incident, Problem, and Escalation Management skills.
  • Experience with Service Management and SLA Governance .
  • Strong Root Cause Analysis and problem-solving abilities.
  • Experience with operational reporting and KPI tracking.
  • Excellent stakeholder communication and coordination skills.
  • Proven team leadership and mentoring experience.

Key Competencies

  • RPA Production Support
  • Service Delivery Management
  • Incident & Escalation Management
  • Operational Excellence
  • Problem Solving & Troubleshooting
  • Stakeholder Management
  • Team Leadership & Collaboration

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Reference: WJ-291_11274232

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