Xoriant - RPA Support Engineer

Purpose of the Role : - Work as a L3 support in Robotics and Process Automation platform team in Shanghai - To coordinate and expedite the on-boarding of new clients, documenting requirements and analyzing problems - To coordinate and work on Book of Work project with global partner teams to achieve stage milestones - Engage deeply with client communication and manage client expectation Responsibilities : - Resolve client technical issues through diligent research, reproduction and troubleshooting - Be able to independently work out detailed root cause analysis for client reported issues and generate long term solutions - Work closely with L1, L2 Production Support team to resolve Production issues - Respond to client requests regarding outages, performance degradation and project status with excellent communication skills - Work with vendor to debug issues, raise enhancements and deliver the release and patch for new features and issue fixes - Manage client communication and address client pain points - Document all technical inquiries, develop and review content for knowledgebase using tool set - Determine how results will be measured and complete a post-project evaluation to determine how well results were achieved - Develop tools and best practice for repeatable tasks and execution by working closely with developer team members - Ensure all project documents are safely archived following project completion. - Engaged in support from initiation to closure, Support for BAU mode - Maintain flexible work schedules, which may include evenings, weekends or holidays to work on deployments or regularly scheduled maintenance - Ensure weekend activities complete successfully through assignment, coordination, oversight and validation and Checkout. This may require weekend work. - Complete work breakdown structure to estimate effort required for each task - Work directly with other team members to resolve problems in a timely manner - Resolve any issues and solve problems throughout project life cycle while working with team members, System Administration and Database administration - Work with global partner teams and source other team members to complete Book of Work project activities - Clearly communicate expectations to team members and stakeholders. Opportunities : - Work on a strategic robotic platform at Citi - Get exposure to various business departments at Citi - Build the experience of working in global development teams - Build project management skills Education : - At least bachelor degree - Major in computer science related Skill required : - 6 to 9 years of working experience in an enterprise environment as senior support engineer for enterprise software - Experience in comprehensive issue handling and communication with clients and multiple stakeholders - Excellent problem solving and analytical skills - Excellent in both spoken and written English communication skills - Working knowledge of Windows server, database - Experience in coding of any computer language - Working knowledge of SQL query - Experience communicating with different global teams to get things done - Experience working in a team-oriented, collaborative environment. - Be able to work in a dynamic team environment which includes developers working with different technologies (such as Java, Web Services and C#/.NET) and across multiple regions. - Rapidly adapt and respond to changes in environment and priorities - Flexibility with working schedule, changing priorities and tight deadlines - Strong ownership and self-driven personality - Ability to work on many tasks simultaneously in a high-pressure environment - Good working knowledge of Networking - Experience working within an Enterprise IT Support environment. - Good sense of automation or optimizing working process Skill Optional : - Has experience in working in the finance industry is a good plus - Has experience on Robotics Process Automation related fields is a good plus - Has experience on Automation Anywhere is a good plus - Has knowledge of machine learning and artificial intelligence is a good plus - Familiarity with Windows scripting (Powershell, Shell) (ref:hirist.tech)

Location: pune, IN

Posted Date: 11/21/2024