Role Summary

Seeking an experienced RPA L1 Support Lead to manage Level 1 production support for enterprise automation platforms. The role is responsible for 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.

Execute bot restarts, reruns, and recovery activities as per 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, operational performance, KPIs, and support metrics.

Provide incident updates, stakeholder communications,



and operational reporting.

Lead and mentor L1 support analysts, including shift management and knowledge transfer activities.

Maintain support documentation, SOPs, runbooks, and knowledge base articles.

Support audit, compliance, governance, and continuous improvement initiatives.

Mandatory Skills

UiPath Production Support

RPA Monitoring & Operations

Incident & Problem Management

Service Management & SLA Governance

Root Cause Analysis

Operational Reporting

Stakeholder Management

Team Leadership

Key Competencies

RPA Production Support

Service Delivery Management

Incident & Escalation Management

Operational Excellence

Problem Solving & Troubleshooting

Communication & Stakeholder Management

Team Leadership & Collaboration

📌 UiPath RPA Production Support / RPASupport Lead (Toronto)
🏢 BullTechSystem
📍 Toronto