Automation Lead - Production Support - IT (12-15 yrs)

Automation Lead - Production Support

The Automation Lead will be responsible for leading automation initiatives across multiple customer accounts. The ideal candidate will be a visionary leader capable of driving automation transformation with innovative solutions, including intelligent automation, Robotic process automation, and Generative AI-based automation. They will play a crucial role in enhancing operational efficiency, reducing costs, and improving service quality for our clients.

Key Responsibilities:

Strategic Leadership:

- 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 customer's 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.

Required Skills, Competencies & Experience:

- Bachelor's / 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.