Job Title:

RPA L1 Support Lead Job Type:

Full Time Location:

Toronto, ON | Onsite

Job Description 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 .

Strong Incident, Problem, and Escalation Management skills.

Experience with

Service Management and SLA Governance .

Solid 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

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📌 RPASupport Lead (Winnipeg)
🏢 AceStack
📍 Winnipeg