Assistant Manager - Technology- BPM and RPA
Mashreq · Bengaluru
As an Assistant Manager, you will play a crucial role in
Production Support Ownership
Take end‑to‑end ownership of the Power Automate based Digital workers, Velocity(Microservices) and EDMS application’s production support, ensuring system stability, uptime, and reliability.
Monitor system health proactively, identify recurring issues, and drive permanent fixes in collaboration with technical teams.
Ensure timely response and resolution of incidents, service requests, and operational issues within agreed SLAs.
◆ Issue Analysis, Troubleshooting & Root Cause Management
Perform detailed analysis of incidents and problems, identify root causes, and implement preventive actions to avoid recurrence.
Coordinate with development, infrastructure, and vendor teams to ensure effective resolution of complex technical issues.
Maintain accurate documentation of incidents, RCA reports, and knowledge articles to support continuous improvement.
◆ Stakeholder Coordination & Communication
Collaborate closely with business users, product owners, and technology teams to understand issues, communicate updates, and manage expectations.
Ensure clear, concise, and timely communication regarding incident status, risks, and impact.
Build strong working relationships with internal teams and external vendors to support smooth issue resolution.
◆ Compliance, Risk & Audit Adherence
Ensure all production support activities comply with regulatory controls, audit requirements, and internal risk guidelines.
Maintain operational discipline by following defined PMO, QMS, and architecture standards.
Identify risks related to data security, application stability, and system availability, and ensure appropriate mitigation steps.
◆ Operational Excellence & Continuous Improvement
Identify opportunities to streamline support processes, reduce manual effort, and improve turnaround times.
Contribute to automation initiatives, monitoring enhancements, and process improvements.
Track platform performance, incident trends, and recurring issues, and propose corrective actions to enhance system performance.
◆ Requirements Validation & Support for Enhancements
Support requirement gathering for fixes, enhancements, and regulatory changes by providing production insights and validating feasibility.
Assist project teams by verifying functional correctness, solution completeness, and alignment with business needs before deployment.
Participate in UAT, release validation, and change readiness activities to ensure smooth production deployment.
◆ Technology Best Practices & Quality Assurance
Adhere to Agile and modern engineering practices while supporting continuous delivery and deployment cycles.
Maintain high-quality documentation, including SOPs, support guides, workflow diagrams, and configuration details.
Ensure adherence to best practices in monitoring, alerting, logging, and operational reliability.
◆ Vendor & External Partner Collaboration
Work with vendor teams to ensure timely delivery of fixes, updates, and support escalations.
Review vendor performance and ensure value delivery aligned with SLA and platform requirements.