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    • RPA Support Lead - Hyderabad - PrimEra Medical Technologies

    PrimEra Medical Technologies
    PrimEra Medical Technologies Hyderabad

    1 month ago

    Default job background
    Description

    Job Summary:

    The RPA Support Lead will be responsible for supporting day-to-day operations of an Information Technology (IT) involved for global support. The role demands strong technical skills in understanding applications, network, databases, servers, and storage troubleshooting and analysis. The role activities are also aligned with the proper maintenance of all VDI's/Servers ensuring to fall under security compliance policies.

    Essential Functions of the Job:

    • Solving technical issues related to RPA platform on VM environment. Troubleshooting basic network, application, and access issues on Level 1 and Level 2 basis.
    • Determination of root cause of incidents (configuration vs. defect)
    • Liaison with appropriate teams for the development of corrective actions or viable workarounds to resolve incidents
    • Acts as a key player between SL and IT services. Ensures to enhance the services/process involved in RPA support for team benefits.
    • Provides technical support to remediate basic incidents or technology change ticket orders to support VDI/Server replacement, upgrades, and other requests for remediation. Completes the restoration of service within specified SLA parameters with business.
    • Provides for the ongoing operations, availability, and stability for RPA infrastructure such as Servers, network, and VM guest as per requirements and business directives.
    • Supports and reviews Service Level Agreements (SLA), Key Performance Indicators (KPI) and other metrics to ascertain appropriate performance of all SN tickets related to VDI and its availability.
    • Ascertains compliant performance and resource capacity available on VDI's on ESX Server in accordance with HIPAA compliance mandates and IT directives as part of metrics reviews and escalation procedures.
    • Creates and maintains appropriate documentation of all VDI supported under RPA Support team to ensure up-to-date inventory and properly accounted.
    • Supports and partners with IT management teams on changing Business and Usual (BAU) directives and advanced planning activities that affect the RPA team.
    • Bridging between various teams and if needed involving vendor support. Taking ownership of any issue reported on RPA platform.
    • Work with peers to ensure that all RPA issues are addressed. Ensuring the uptime is consistent for all BOT (VM machines).
    • Documenting all procedures related to RPA support. Accountable for every assigned task for fixing and delivering the right support.
    • Drives initiatives within RPA team for better efficiency. Preparing technical tips and tricks of all important applications which help for peer to troubleshoot the issue in a quicker way.

    Knowledge and Skills Requirements:

    • Demonstrable knowledge of Windows 2000/2003/2008 server O/S
    • General understanding of networking/LAN/WAN/DMZ concepts
    • Basic of Hardware and networking
    • Ability to read and understand code (Code-competency) for diagnosis, escalation to tier 4 teams
    • Knowledge of troubleshooting tools and techniques related to networks and systems i.e. remote access tools, Windows Support tools, connectivity tests, etc.
    • Understanding of n-Tier application architecture concepts
    • General knowledge of SQL2000/2005/2008
    • Familiarity with SQL DBMS interface and integrated tools
    • Creation of simple queries, running pre-defined scripts, configuration, security, and interpreting logs and traces.
    • Demonstrable knowledge and familiarity with T-SQL or PL/SQL
    • General understanding of various IT security concepts as they relate to production environments

    Supervision Responsibilities:

    • Actively participate in the firm's performance management and development process
    • Provide advice and guidance to colleagues where required.
    • Lead work streams on specific tools or product reviews used across teams

    Other Requirements:

    • Participate in a shift pattern/on-call rotation providing covering 24 X 7 IST
    • On Call and weekend coverage
    • Flexibility in scheduling with a willingness to work extra non-standard hours
    • Ability to work well within a multi-disciplinary team structure, but also independently
    • Strong interpersonal and verbal and written communication skills
    • Ability to meet agreed deadlines, with demonstrable Productivity (Incident Completions etc.)
    • Ability to work in a culturally diverse and inclusive environment
    • Required to work in a virtual Environment

    Estimated Salary: $120,000 - $180,000 per year

    Job Location: Anywhere in the world (remote work option available)

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