RPA L1 Support Lead

Tata Consultancy Services; Toronto; On-site; CAD 100,000 - 120,000; Full time

Job summary

Tata Consultancy Services Canada Inc. is seeking an experienced RPA L1 Support Lead to manage Level 1 production support for enterprise automation platforms.

The role focuses on bot monitoring, incident management, SLA compliance, governance, stakeholder communication, and coordination with L2/L3 teams to ensure uninterrupted automation services. The position requires hands-on UiPath production support expertise, strong problem-solving skills, and the ability to lead and mentor L1 analysts while

Qualifications

• Must have hands-on experience with UiPath production support and end-to-end automation monitoring.
• Strong incident, problem management and service delivery capabilities.
• Excellent stakeholder communication and mentoring skills are required.

Responsibilities

• Lead L1 support operations for RPA platforms and monitor bot executions, schedules, queues, and workloads.
• Investigate, triage, and resolve bot failures, incidents, and operational issues.
• Execute bot restarts, reruns, and recovery activities as per procedures.
• Manage incidents, service requests, and escalations while ensuring SLA adherence.
• Coordinate with L2, L3, Infrastructure, and Application Support teams for issue resolution.
• Track platform availability, operational performance, KPIs, and support metrics.
• Provide incident updates, stakeholder communications, and operational reporting.
• Lead and mentor L1 support analysts, including shift management and knowledge transfer.
• Maintain support documentation, SOPs, runbooks, and knowledge base articles.

Skills

UiPath Production Support

RPA Monitoring

Incident Management

SLA Governance

Operational Reporting

Stakeholder Management

Service Delivery

Communication

Troubleshooting

Leadership

Job description

Tata Consultancy Services (TCS) is an equal opportunity employer, and embraces diversity in race, nationality, ethnicity, gender, age, physical ability, neurodiversity, and sexual orientation, to create a workforce that reflects the societies we operate in. Our continued commitment to Culture and Diversity is reflected in our people stories across our workforce and implemented through equitable workplace policies and processes.

Tata Consultancy Services (BSE: 532540, NSE: TCS) is the technology partner of choice for industry-leading organizations worldwide. Since its inception in 1968, TCS has upheld the highest standards of innovation, engineering excellence and customer service.

It has set an aspiration to become the world's largest AI-led technology services company and is enabling its clients to transform themselves across the full AI stack, from infrastructure to intelligence.

Rooted in the heritage of the Tata Group, TCS is focused on creating long term value for its clients, its investors, its employees, and the community at large. With a highly skilled workforce spread across 56 countries and 194 service delivery centers across the world, the company has been recognized as a top employer in six continents. With the ability to rapidly apply and scale new technologies, the company has built long term partnerships with its clients. Many of these relationships have endured into decades and navigated every technology cycle, from mainframes in the 1970s to artificial intelligence today.

Required skill set

"Role Summary

Seeking an experienced RPA L1 Support Lead to manage Level 1 production support for enterprise automation platforms. The role is responsible for bot monitoring, incident management, SLA compliance, operational governance, stakeholder communication, and coordination with L2/L3 teams to ensure uninterrupted automation services.

Key Responsibilities:

• Lead L1 support operations for RPA platforms and monitor bot executions, schedules, queues, and workloads.
• Investigate, triage, and resolve bot failures, incidents, and operational issues.
• Execute bot restarts, reruns, and recovery activities as per established procedures.
• Manage incidents, service requests, and escalations while ensuring SLA adherence.
• Coordinate with L2, L3, Infrastructure, and Application Support teams for issue resolution.
• Track platform availability, operational performance, KPIs, and support metrics.
• Provide incident updates, stakeholder communications, and operational reporting.
• Lead and mentor L1 support analysts, including shift management and knowledge transfer activities.
• Maintain support documentation, SOPs, runbooks, and knowledge base articles.
• Support audit, compliance, governance, and continuous improvement initiatives.

Mandatory Skills:

• UiPath Production Support
• RPA Monitoring & Operations
• Incident & Problem Management
• Service Management & SLA Governance
• Operational Reporting
• Stakeholder Management
• RPA Production Support
• Service Delivery Management
• Operational Excellence
• Problem Solving & Troubleshooting
• Communication & Stakeholder Management

Salary Range - CA$ 100,000 - CA$ 120,000 Per Year

"Tata Consultancy Services Canada Inc. is committed to meeting the accessibility needs of all individuals in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code (OHRC). Should you require accommodation during the recruitment and selection process, please inform Human Resources.

Thank you for your interest in TCS. Candidates that meet the qualifications for this position will be contacted within a 2-week period.