Assistant Manager - Technology- BPM and RPA

Production Support Ownership

• Take end‑to‑end ownership of the Power Automate based Digital workers, Velocity(Microservices) and EDMS application’s production support, ensuring system stability, uptime, and reliability.
• Monitor system health proactively, identify recurring issues, and drive permanent fixes in collaboration with technical teams.
• Ensure timely response and resolution of incidents, service requests, and operational issues within agreed SLAs.

◆ Issue Analysis, Troubleshooting & Root Cause Management

• Perform detailed analysis of incidents and problems, identify root causes, and implement preventive actions to avoid recurrence.
• Coordinate with development, infrastructure, and vendor teams to ensure effective resolution of complex technical issues.
• Maintain accurate documentation of incidents, RCA reports, and knowledge articles to support continuous improvement.

◆ Stakeholder Coordination & Communication

• Collaborate closely with business users, product owners, and technology teams to understand issues, communicate updates, and manage expectations.
• Ensure clear, concise, and timely communication regarding incident status, risks, and impact.
• Build strong working relationships with internal teams and external vendors to support smooth issue resolution.

◆ Compliance, Risk & Audit Adherence

• Ensure all production support activities comply with regulatory controls, audit requirements, and internal risk guidelines.
• Maintain operational discipline by following defined PMO, QMS, and architecture standards.
• Identify risks related to data security, application stability, and system availability, and ensure appropriate mitigation steps.

◆ Operational Excellence & Continuous Improvement

• Identify opportunities to streamline support processes, reduce manual effort, and improve turnaround times.
• Contribute to automation initiatives, monitoring enhancements, and process improvements.
• Track platform performance, incident trends, and recurring issues, and propose corrective actions to enhance system performance.

◆ Requirements Validation & Support for Enhancements

• Support requirement gathering for fixes, enhancements, and regulatory changes by providing production insights and validating feasibility.
• Assist project teams by verifying functional correctness, solution completeness, and alignment with business needs before deployment.
• Participate in UAT, release validation, and change readiness activities to ensure smooth production deployment.

◆ Technology Best Practices & Quality Assurance

• Adhere to Agile and modern engineering practices while supporting continuous delivery and deployment cycles.
• Maintain high-quality documentation, including SOPs, support guides, workflow diagrams, and configuration details.
• Ensure adherence to best practices in monitoring, alerting, logging, and operational reliability.

◆ Vendor & External Partner Collaboration

• Work with vendor teams to ensure timely delivery of fixes, updates, and support escalations.
• Review vendor performance and ensure value delivery aligned with SLA and platform requirements.