Develop and implement the automation strategy for the Production Support Business Unit, aligning with business goals and customer needs.
Drive automation initiatives across multiple customer accounts, ensuring scalability, consistency, and alignment with each customers specific requirements.
Automation & Transformation Initiatives
Identify opportunities for automation and process optimization, including but not limited to intelligent automation,process automations, RPA and Generative AI-based automation.
Lead and manage end-to-end automation projects, from ideation to execution, ensuring delivery within timelines and budget.
Evaluate and recommend the latest automation tools and technologies to drive digital transformation.
Innovation & Intelligent Automation
Proactively suggest and implement innovative automation ideas that improve productivity and efficiency.
Drive the adoption of emerging technologies like Artificial Intelligence (AI), Machine Learning (ML), Robotic Process Automation (RPA), and Generative AI to automate complex tasks and workflows.
Cross-Functional Collaboration
Collaborate with customer account managers, technology teams, and operations to identify automation opportunities.
Work closely with customers to understand their pain points and design automation solutions tailored to their business needs.
Governance & Compliance
Establish governance frameworks for automation initiatives to ensure compliance with regulations and customer requirements.
Continuously monitor and report on automation performance metrics to senior leadership and stakeholders.
Team Leadership
Build and lead a high-performing automation team, fostering a culture of innovation, continuous improvement, and accountability.
Mentor and develop team members, ensuring they are equipped with the necessary skills and knowledge to drive automation success.
Skill in managing customer relationships,addressing concerns, and maintaining a customer-centric approach.
Bachelors / Master s degree in computer science, Information Technology, or a related field. Relevant experience may be considered in lieu of a degree.
12+ years of IT experience with 5+ years of playing key roles driving automations, building automation platform for multiple clients across domains and industry verticals.
Experience in building reusable intelligent automation Platform, Tools and accelerators.
Experience in Presales, Production support effort estimation and solutioning.
Good technical understanding of Data Engineering based Programs and Analytics concepts involving on-prem / Cloud based ETL & BI based programs.
Good understanding of DevOps/SRE tools and practices, monitoring tools and automation suites.
Strong Production support background with knowledge of software development life cycles, ITIL processes, and support methodologies.
Excellent project management and Process knowledge with PMP / ITIL or similar certification preferred.
Excellent verbal and written communication skills, with the ability to effectively communicate complex concepts to both technical and non-technical stakeholders. Strong influencing and negotiation skills to collaborate with internal teams, customers, and vendors.
Excellent time management skills to handle multiple tasks and priorities effectively.
High attention to detail to ensure customer needs are handled effectively and efficiently.
Ability to adapt to changing circumstances and new information quickly.
Staying focused and effective even when faced with setbacks or challenges.
