Incident & Exception Management
o Act as first-line support for automation and AI incidents.
o Investigate failures, exceptions, and data issues; perform initial root-cause analysis.
o Escalate complex issues to Automation Developers, QA, or AI Ops teams as required.
o Ensure timely resolution in line with agreed SLAs and operational priorities.
Operational Controls & Compliance
o Maintain operational logs, runbooks, and support documentation for automation assets.
o Ensure execution evidence and logs meet audit and compliance requirements.
o Support audit and risk reviews by providing operational evidence and incident records.
Performance & Continuous Improvement
o Track operational KPIs such as bot uptime, success rates, failure rates, and incident trends.
o Identify opportunities for automation stabilization, optimization, and error reduction.
o Work with CI & AI Ops Lead to implement fixes, enhancements, and tuning based on production feedback.
Release & Change Support
o Support deployment activities and post-release monitoring for new automation and AI solutions.
o Validate production readiness from an operational perspective before and after go-live.
o Coordinate with UAT Support and QA teams during release transitions.
KPIs
o Automation uptime and execution success rates
o Reduction in recurring production incidents
o Mean time to resolve (MTTR) automation incidents
o Accuracy and completeness of operational logs and evidence
o Business satisfaction with stability and reliability of automation solutions