Automation Support Engineer

Responsibilities

• Monitoring & Initial Triage: Continuously monitor the health and performance of RPA bots (e.g., UiPath, Power Automate Desktop) and Power Automate flows using established dashboards and tools. Identify and log incidents promptly upon detection of anomalies or failures.
• Incident Logging & Documentation: Accurately log all incoming incidents, including detailed descriptions, screenshots, and relevant context into our incident management system.
• First-Line Troubleshooting: Perform initial diagnostics and basic troubleshooting steps as defined in runbooks and knowledge base articles to resolve common automation issues (e.g., restarting processes, checking simple log entries, verifying basic connectivity).
• Escalation Management: Effectively escalate complex or unresolved issues to L2/L3 support engineers or development teams, providing a clear and comprehensive handover of all gathered information and troubleshooting steps taken.
• User Communication: Provide timely updates to end-users and stakeholders regarding incident status and resolution progress, maintaining a professional and helpful demeanor.
• Basic Data Querying: Execute pre-defined SQL or reporting system queries to retrieve information, validate data, or assist in diagnosing automation failures under direct supervision.
• Documentation Contribution: Assist in maintaining and updating support documentation, runbooks, and knowledge base articles by providing feedback and documenting observed issues and resolutions.
• Support for Deployments: Provide support during testing phases for updates, patches, and version upgrades for RPA tools and Power Platform components, as directed by senior engineers.
• Performance Tracking: Assist in gathering data for performance metrics of automation solutions, contributing to a better understanding of system stability and efficiency.
• Adherence to Procedures: Strictly follow established operational procedures, security policies, and incident management protocols.
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Benefits

Additional Information

WPP is the trusted growth partner for the world's leading brands. We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company - powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth. We have been building the world's most valuable brands for 50 years and have global reach across 100+ markets, with deep local expertise. Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow. For more information, visit WPP.com. Why we're hiring: WPP is a creative transformation company, helping clients create growth by combining technology and creativity. As one of the world's largest marketing and advertising services organizations, we are committed to driving innovation and operational excellence across our vast global network. You will be joining the newly established Automation Support Team within WPP's Enterprise Technology, Automation & AI department. This is a pivotal time for us as we're building a dedicated, in-house team to manage, monitor, and optimize our growing portfolio of automation solutions. This team is at the forefront of our digital transformation, ensuring the seamless operation and continuous improvement of critical automation capabilities across WPP globally Role Purpose: You will play a crucial role in solution delivery and day-to-day technology management of the Global Automation Operations Centre (AOC) program. Reporting to the Automation Operations Manager and supporting. Automation product, platform and delivery teams worldwide, you will ensure our automation projects are well managed and supported to deliver quantifiable returns. The AOC is chartered to support automation products delivered by the Automation & AI product team, or projects delivered by Automation delivery teams from around WPP. Our support apparatus gives those teams confidence and freedom to hand over their existing successes and continue innovating. Are you a proactive and detail-oriented individual with a passion for technology and a strong desire to learn and grow in the field of automation & AI? We are looking for an L1 Automation Support Engineer to join our dynamic team. This entry-level role is perfect for someone eager to start their career in automation & AI support and operations, where you'll be responsible for the initial monitoring, triage, and resolution of incidents for our RPA bots and Power Platform solutions. You'll gain invaluable hands-on experience, working with cutting-edge technologies and collaborating with experienced engineers to ensure our global automation processes run smoothly.

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