Toronto, Ontario M5V 3L9 Posted September 15th, 2026

Job Type: Full Time

Job Category: IT

Job Title: RPA L1 Support Lead

Job Type: Full Time

Location: Toronto, ON | Onsite

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.
- Solid 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

Required Skills

Testing UFT Testing

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