Automation Support and Operate Manager PACRITRTLQ4-36

SS&C is a global provider of investment and financial services and software for the financial services and healthcare industries. Named to Fortune 1000 list as top U.S. company based on revenue, SS&C is headquartered in Windsor, Connecticut and has 20,000+ employees in over 90 offices in 35 countries. Some 18,000 financial services and healthcare organizations, from the world's largest institutions to local firms, manage and account for their investments using SS&C's products and services.

Job Description

Job Overview:
As the Automation Support and Operate Manager, you will ensure the smooth operation and performance of automation solutions within the organization. You will lead the support and monitoring functions, manage incident resolution, and implement continuous improvements. This role requires a strong understanding of automation technologies, effective incident management, and the ability to drive performance and optimization of automated processes.

Key Responsibilities:

• Monitoring and Performance Management:
  Continuously monitor the health and performance of automation solutions using monitoring tools such as Blue Prism and Chorus. Ensure that all systems are functioning optimally and identify any performance issues or errors.
• Incident Management:
  Manage the incident response process, ensuring all incidents are logged, categorized, and resolved within predefined SLAs. Escalate issues as needed and ensure thorough documentation and resolution of incidents.
• Maintenance and Optimization:
  Perform regular maintenance tasks, including applying patches and updates to automation software. Continuously refine automation scripts to improve performance and efficiency.
• First-Level Support:
  Provide first-line support to end-users, guiding them through troubleshooting processes and resolving common issues. Manage the support ticket system and ensure timely resolution of tickets.
• Continuous Improvement:
  Collect feedback from users and stakeholders to identify areas for improvement. Implement changes to optimize the automation landscape and ensure that all systems are functioning effectively.
• Reporting and Documentation:
  Generate regular performance and incident reports, communicate key insights to stakeholders, and track compliance with SLAs. Maintain an up-to-date knowledge base, including FAQs and user guides.
• Training and Development:
  Conduct regular training sessions for end-users and support teams to ensure they are proficient with the automation tools. Update training materials to reflect changes and new features.
• Collaboration:
  Work closely with the Build/Develop teams to provide feedback from the Operate/Support phase and ensure continuous integration of improvements. Align closely with other automation and technical teams to ensure smooth handovers between phases of automation projects.

Key Skills:

• Experience in managing automation support and operations, with tools like Blue Prism, Chorus, Jira, and ServiceNow.
• Strong skills in SQL/PostgreSQL for building and reading queries from various databases, along with API integration for enhanced monitoring and reporting.
• Blue Prism Certification and experience required for hands-on support and troubleshooting.
• Experience with cloud environments (e.g., private cloud) and deploying automation solutions within cloud-based platforms.
• Strong incident management and resolution skills, with the ability to prioritize and escalate issues effectively.
• Knowledge of automation maintenance, optimization, and the continuous improvement lifecycle.
• Excellent communication and collaboration skills, with the ability to work across teams and geographies.
• Familiarity with SLAs, performance monitoring tools, and best practices in incident reporting and support.
• Proven experience in developing and maintaining process documentation and support procedures.
• Excellent communication and collaboration skills, with the ability to work across teams and geographies.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 5+ years of experience in a support and operations role, with 3 years managing automation environments.
• Proven experience with automation technologies and tools, with a focus on delivering high-performance automation solutions.

Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. SS&C offers excellent benefits including health, dental, 401k plan, tuition and professional development reimbursement plan. SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.