Automation Anywhere Looking for Duty Manager, Technical Support at Vadodara, Gujarat Full Time

Automation Anywhere is a global leader in Robotic Process Automation (RPA), empowering customers to automate end-to-end business processes with software bots – digital workers that perform repetitive and manual tasks, resulting in dramatic productivity gains, optimized customer experience and more engaged employees. The company offers the industry leading web-based and cloud-native intelligent automation platform combining RPA, artificial intelligence, machine learning and analytics right out of the box, to help organizations rapidly start and scale their process automation journey. Its Bot Store is the world’s first and largest marketplace with more than 850 pre-built, intelligent automation solutions. With a global network of 1,900 partners, Automation Anywhere has deployed over 2.1 million bots to support some of the world’s largest enterprises across all industries. For additional information, visit www.automationanywhere.com.

Responsibilities –

During duty hours, manage team that is rostered to handle Automation Anywhere product support working closely with support management

Manage and drive Critical Situations/Escalations during weekends

Manage support phone, chat and web queues

Provide reports and analysis on a regular basis.

Skills –

Prior experience in managing 24×7 production support teams or Duty Manager function or Critsit teams

Communication Skills. Ability to translate diverse requirements into clear execution steps

Handle timesheets and rotation of team members

Maintain roster of the team members as needed

Self-driven with ability to look at strategic goals and drive outcomes

High proficiency in using computers.

In-depth Knowledge about browsers (MS Internet Explorer and equivalent)

Usage of MS Office suite (MS Outlook, MS Word and MS Excel) & Open office suite.

Knowledge of Database, scripting, Networking is a plus

Ability to grasp technical concepts is a plus

Understanding SOPs and scheduling of tasks

Comprehend and Adhere to processes as laid down by Support Management or mandated by external regulators.

Ability to manage regular non-peak hour production activities

Ready to work India Night Shifts and Weekends is must (Sun – Thur)