RPA Support Lead

RPA Support Lead

Position Description
This role is hybrid and requires you to be at our downtown Toronto and/or Client office (BMO Place, Toronto) at a minimum 2 days per week subject to change at any time. 

We are looking for an experienced UiPath Production Support Lead to lead and manage production support for enterprise RPA solutions. The ideal candidate will bring strong hands-on UiPath expertise, solid ITSM knowledge, and proven experience leading L1/L2/L3 support activities in a complex enterprise environment.

The role requires a combination of technical troubleshooting, production support, incident management, stakeholder communication, and team leadership, with a strong focus on automation reliability, operational stability, and continuous improvement

Your future duties and responsibilities
Lead L1/L2/L3 production support activities for UiPath-based automation solutions and coordinate effectively across application, infrastructure, business, and vendor teams.
Manage and support UiPath Studio, Orchestrator, Robots, Assistant, Queues, Assets, Triggers, Packages, and Environments.
Monitor robot health, job failures, queue performance, execution times, infrastructure utilization, and automation SLAs.
Troubleshoot complex production issues involving UiPath workflows, selectors, credentials, APIs, databases, applications, Citrix/VDI, SAP, and other system dependencies.
Lead critical incident and war-room calls, coordinating multiple technical and business stakeholders through investigation, resolution, and communication.
Perform root cause analysis for recurring incidents and implement permanent corrective and preventive actions.
Establish and improve production support standards, operating procedures, monitoring, alerting, escalation processes, and support documentation.
Drive improvements in automation stability and reliability while reducing recurring incidents and production failures.
Manage activities related to Incident, Problem, Change, Request, and Knowledge Management using ServiceNow or similar ITSM platforms.
Track operational metrics and SLAs, identify performance trends, and provide regular updates to business stakeholders and senior management.
Identify opportunities to optimize existing automations and further automate repetitive support activities.

Required qualifications to be successful in this role
Strong hands-on experience with the UiPath RPA platform, including Studio, Orchestrator, Robots, Assistant, Queues, Assets, Triggers, Packages, and Environments.
Proven experience supporting enterprise-scale RPA solutions in production environments.
Experience leading or coordinating L1/L2/L3 application or automation support teams.
Strong knowledge of Incident, Problem, Change, Request, and Knowledge Management processes.
Hands-on experience with ServiceNow or similar ITSM tools.
Strong troubleshooting skills across APIs, databases, applications, credentials, Citrix/VDI, SAP, and integrated enterprise systems.
Experience performing root cause analysis (RCA) and implementing long-term corrective actions.
Strong understanding of production monitoring, SLA management, operational metrics, and continuous improvement.
Excellent communication and stakeholder management skills, including the ability to communicate effectively with technical teams, business stakeholders, and senior management.
Proactive attitude, strong ownership, problem-solving mindset, and demonstrated leadership capabilities.

"CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes factors such as skill set level, geographic market, experience and training, and licenses and certifications. Compensation decisions depend on the facts and circumstances of each case. A reasonable estimate of the current range is $95,000–$145,000. This role is an existing vacancy."

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That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

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