Location Name: Pune Corporate Office - PTP

Job Purpose

Key Performance Indicators (KPIs)

Timely execution of bots.

Percentage reduction in escalations.

Average resolution time for bot related issues.

Accuracy of documentation and knowledge sharing effectiveness.

Adherence to SLAs.

Continuous improvement initiatives implemented.

User satisfaction and feedback.

AI & RPA Running details Tracker preparation

Duties And Responsibilities

Key Result Areas (KRA) for AI & RPA Support Specialist

Bot Execution and Monitoring:
Ensure timely execution of scheduled bots as per the defined automation schedule.
Monitor bot performance and address any deviations or delays promptly.
Error Handling and Troubleshooting:
Proactively identify and address any errors or issues encountered during bot execution.
Collaborate with the development team to implement permanent fixes for recurring issues.
Escalation Management:
Minimize the number of escalations related to bot failures or performance issues.
Establish effective communication channels with relevant stakeholders for prompt issue resolution.
Provide clear and concise information to escalation points to facilitate quicker problem resolution.
Documentation Tracker and Knowledge Sharing:
Maintain up-to-date tracker for bot execution procedures, error resolution steps, and troubleshooting guidelines.
Conduct regular knowledge-sharing sessions with the team to enhance collective expertise.
Collaborate with the development team to document best practices and lessons learned.
Performance Analysis and Reporting:
Generate daily reports on bot execution status, highlighting any deviations or issues.
Analyze performance metrics to identify trends, areas for improvement, and optimization opportunities.
Provide insights to the management team for strategic decision-making based on performance data.
User Training and Support:
Provide training to end-users on basic bot usage and troubleshooting.
Act as the first point of contact for user queries related to bot execution and functionality.
Collaborate with the training team to enhance user awareness and skills.
Adherence to SLAs:
Ensure compliance with defined Service Level Agreements (SLAs) for bot execution and issue resolution.
Implement measures to meet or exceed SLA targets consistently.
Security and Compliance:
Adhere to security protocols and best practices for AI & RPA processes.
Ensure compliance with regulatory requirements in all aspects of AI & RPA support activities.

Regular performance assessments based on these KRAs and KPIs will ensure the AI & RPA Support Specialist's effectiveness in supporting the seamless operation of automated processes.

Required Qualifications And Experience

At least 2 to 3 years of experience in Automation (AI & RPA) Support
Strong Problem-Solving and Analytical Skills
Knowledge of Automation Anywhere tool along with Oracle and SQL Database
Banking or NBFC or IT sector experience is preferred
Proficiency in MS Office (Access, Outlook, Excel) including macros creation

Deputy Manager - Finance & Accounts