RPA L1 Support Lead-5

Realign Llc; Toronto; On-site; CAD 60,000 - 85,000; Full time

Job summary

Realign Llc is seeking an experienced RPA L1 Support Lead in Toronto, ON for an onsite role. You will manage Level 1 production support across enterprise automation platforms, monitor bot operations, and coordinate with L2/L3 teams to ensure uninterrupted automation services.

The role emphasizes incident management, SLA adherence, governance, and stakeholder communication, with opportunities to mentor a growing team and maintain runbooks and knowledge resources.

Qualifications

• Experience in UiPath Production Support and RPA operations.
• Strong incident, escalation and SLA governance capabilities.
• Proven ability to lead and mentor a small team.

Responsibilities

• Lead L1 support operations for RPA platforms and monitor bot executions and queues.
• Investigate, triage, and resolve bot failures and operational issues.
• Coordinate with L2/L3 teams for issue resolution and maintain runbooks.
• Provide incident updates, governance reporting, and stakeholder communications.
• Mentor L1 analysts and manage shift coverage.

Skills

RPA Production Support

RPA monitoring

Troubleshooting

Bot recovery

Incident management

Escalation management

SLA governance

Root cause analysis

Operational reporting

Stakeholder coordination

Team leadership

Tools

UiPath

Job description

Job Title: RPA L1 Support Lead
Job Type: Full Time
Location: Toronto, ON | Onsite

Job Description

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, 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.
• Perform bot restarts, reruns, and recovery activities according to 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, KPIs, operational performance, and support metrics.
• Provide incident updates, stakeholder communications, and operational reports.
• Lead and mentor L1 support analysts, including shift management and knowledge transfer.
• Maintain SOPs, runbooks, support documentation, and knowledge base articles.
• Support audit, compliance, governance, and continuous improvement initiatives.

Required Skills & Experience

• Strong experience in UiPath Production Support and RPA operations.
• Hands-on experience with RPA monitoring, troubleshooting, and bot recovery.
• Strong Incident, Problem, and Escalation Management skills.
• Experience with Service Management and SLA Governance.
• Strong Root Cause Analysis and problem-solving abilities.
• Experience with operational reporting and KPI tracking.
• Excellent stakeholder communication and coordination skills.
• Proven team leadership and mentoring experience.

Key Competencies

• RPA Production Support
• Service Delivery Management
• Incident & Escalation Management
• Operational Excellence
• Problem Solving & Troubleshooting
• Stakeholder Management
• Team Leadership & Collaboration