Resolution Manager

Your Mission Responsibilities: L1 Infrastructure product support * Provide L1 Infrastructure support for server installations and troubleshooting for clients with respect to UiPath Product and integration Products like Redis.. * Resolve escalation requests regarding Infrastructure/Security/Networking.. * Assist Sales team with infrastructure and expertise support for server installation requirements and constraints during RFI/RFPs and POC stages. * Participate in pre-sales client workshops to help shape best fit solution – by working closely with Sales and Implementation teams. * Participate and lead Infrastructure workshops during the post-sales (implementation) phase.. * Travel to customer site for installation, troubleshooting and training (less than 10% of the time). Job Profile Critical Minimum Requirements:* Network protocols and network administration knowledge, network security - minimum 3 years.. * Experience with Web Server technologies, especially IIS is a must.. * Knowledge of Microsoft Active Directory and SQL Server.. * Good knowledge of security as it relates to cloud-based infrastructure.. * Proven experience in creating Server Cluster Architectures (Failover Clusters, High Availability systems).. * Strong virtualization experience using Hyper-V, VMWare, Citrix XenApp/XenDesktop.. * Ability to work in a cloud-based or hosting environment (Microsoft Azure Cloud is a plus).. * Experience using automated monitoring tools (SCOM, SCCM, Nagios). * Knowledge of ITIL and industry best practices.. * Experience in writing PowerShell scripts.. * Experience with workstation management systems and desktop imaging.. * Fluent written and spoken English is mandatory, fluency in any other language is a plus.. * Having Knowledge on Linux platforms is a plus.. 2048 What you'll do at UiPath Triage Critical Incidents and develop action plans to deliver customer success. Work hands-on with UiPath customers, in a post-sales role to provide support services. Take responsibility for addressing issues to prevent them escalating to the next stage. Assist Product Support team in collating information relating to Customer DSATs and following up on the dissatisfaction cases. Supporting and advising the team to deal with complex and multi-product issues and co-ordinate responses. Monitor customer responses drafted by the team, to ensure that: A robust and consistent approach is taken. The information given is accurate and of a high standard. Appropriate investigations are undertaken. Issues raised by customers are fully addressed, andconfidently challenge team members who fail to meet this standard. Co-ordinate and monitor the responses to Customer enquiries, to ensure they are dealt with effectively. Monitors follow up cases to ensure these are completed within agreed timescales to the satisfaction of the customer and that learning from escalations / complaints is embedded within the process. Build effective relationships with customers and keep them informed on progress of their escalation / enquiry and to ensure customer confidence in the escalation process is maintained. Provide comprehensive performance information / reports that can be used to monitor performance and highlight DSATs that have arisen from customer issues / escalations. Trends, areas of support failure or gaps that can feed into the service improvement and continuous improvement process. Benchmark issue resolution performance and trends. Establish and share good practice on resolution management. Lessons learnt and action we have taken to prevent further complaints. Follow up on backlog cases and reduce the aging of case volumes. Work with the line manager to help identify training on Process and procedures and ensure all Support Engineers know what is required from them in relation to dealing with escalations and customer complaints. Develop and deliver Post Assessment Reviews to identify key product, process, or people improvements. Ability to escalate and manage issues both internally (and externally) as needed. Optimize critical handovers (and engineering engagements) by providing single voice of customer to all parties involved. Work with technology partners if needed to resolve issues and push improvements in our ecosystem. What you'll bring to the team Experience: Overall 8+ years in IT and at least 3 years of technical support, escalation and/or customer management experience in an enterprise technical support environment, with advanced customer interaction skills. Experience in Team Management Experience in using web-based helpdesk system for incident, issue and problem management. Experience in using and augmenting customer support forum and knowledge repository Experience in using Automation and other digital technologies (RPA, Data Analytics etc.) Prior experience with use of RPA Products like UiPath / Blueprism / Automation Anywhere is strongly preferred. Prior Experience in Project Management is preferable (including PMP or Prince2 Certifications) Ability to listen to and understand customer frustration points and impact of issue(s) and then translate them into positive outcomes. Be the customer advocate with an intense focus on their success. Previous experience in RPA technologies is an added advantage. Comfortable and willing to be a hands-on contributor. Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analysing Information, Developing Standards, Help Desk, Service Excellence Problem-Solving Exhibits confidence and extensive knowledge of emerging industry practices when solving business problems. Identifies critical issues with ease. Pushes creative thinking beyond the boundaries of existing industry practices and customer mindsets. Communication Excellent communication skills, including issue tracking, triaging and crisis management. Communicates with internal and external customers and all levels of management. Effectively communicate technical information to non-technical audiences. Delivers informative, well-organized presentations. Understands how to communicate difficult/sensitive information tactfully. Fluent written and spoken English is mandatory. Team and Customer Interaction Facilitates effective team interaction. Identify customer needs and evaluate alternative technical solutions with customers. Continually seeks opportunities to increase customer satisfaction and deepen client relationships. Manages client expectations effectively. Education, Training and Certification A Bachelor's degree in Computer Science, Information Technology or related discipline required. Legal Disclosure At UiPath, we value a range of diverse backgrounds experiences and ideas. We pride ourselves on our diversity and inclusive workplace that provides equal opportunities to all persons regardless of age, race, color, religion, sex, sexual orientation, gender identity and expression, national origin, disability, military and/or veteran status, or any other protected classes. UiPath is committed to working with and providing reasonable accommodation to individuals with disabilities. If you have a medical condition or disability which inhibits your ability to complete any part of the application process, and are in need of a reasonable accommodation to complete the process, please contact us @ talentacquisition@uipath.com and let us know how we may assist you. This notice together with our Privacy Policy and Terms of Use of this website and any other documents we mention here are meant to inform you on what personal data about you we collect, use, disclose, share or otherwise process when you are applying for a job at UiPath or when UiPath contacts you for recruitment purposes. Please read this policy carefully to understand our views and practices on how we protect your personal data. All applicants from United States have rights under Federal Employment Laws, including Family and Medical Leave Act (FMLA), Equal Employment Opportunity (EEO) and Employee Polygraph Protection Act (EPPA). Triage Critical Incidents and develop action plans to deliver customer success. Work hands-on with UiPath customers, in a post-sales role to provide support services. Take responsibility for addressing issues to prevent them escalating to the next stage. Assist Product Support team in collating information relating to Customer DSATs and following up on the dissatisfaction cases. Supporting and advising the team to deal with complex and multi-product issues and co-ordinate responses. Monitor customer responses drafted by the team, to ensure that: A robust and consistent approach is taken. The information given is accurate and of a high standard. Appropriate investigations are undertaken. Issues raised by customers are fully addressed, andconfidently challenge team members who fail to meet this standard. Co-ordinate and monitor the responses to Customer enquiries, to ensure they are dealt with effectively. Monitors follow up cases to ensure these are completed within agreed timescales to the satisfaction of the customer and that learning from escalations / complaints is embedded within the process. Build effective relationships with customers and keep them informed on progress of their escalation / enquiry and to ensure customer confidence in the escalation process is maintained. Provide comprehensive performance information / reports that can be used to monitor performance and highlight DSATs that have arisen from customer issues / escalations. Trends, areas of support failure or gaps that can feed into the service improvement and continuous improvement process. Benchmark issue resolution performance and trends. Establish and share good practice on resolution management. Lessons learnt and action we have taken to prevent further complaints. Follow up on backlog cases and reduce the aging of case volumes. Work with the line manager to help identify training on Process and procedures and ensure all Support Engineers know what is required from them in relation to dealing with escalations and customer complaints. Develop and deliver Post Assessment Reviews to identify key product, process, or people improvements. Ability to escalate and manage issues both internally (and externally) as needed. Optimize critical handovers (and engineering engagements) by providing single voice of customer to all parties involved. Work with technology partners if needed to resolve issues and push improvements in our ecosystem. Experience: Overall 8+ years in IT and at least 3 years of technical support, escalation and/or customer management experience in an enterprise technical support environment, with advanced customer interaction skills. Experience in Team Management Experience in using web-based helpdesk system for incident, issue and problem management. Experience in using and augmenting customer support forum and knowledge repository Experience in using Automation and other digital technologies (RPA, Data Analytics etc.) Prior experience with use of RPA Products like UiPath / Blueprism / Automation Anywhere is strongly preferred. Prior Experience in Project Management is preferable (including PMP or Prince2 Certifications) Ability to listen to and understand customer frustration points and impact of issue(s) and then translate them into positive outcomes. Be the customer advocate with an intense focus on their success. Previous experience in RPA technologies is an added advantage. Comfortable and willing to be a hands-on contributor. Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analysing Information, Developing Standards, Help Desk, Service Excellence Problem-Solving Exhibits confidence and extensive knowledge of emerging industry practices when solving business problems. Identifies critical issues with ease. Pushes creative thinking beyond the boundaries of existing industry practices and customer mindsets. Communication Excellent communication skills, including issue tracking, triaging and crisis management. Communicates with internal and external customers and all levels of management. Effectively communicate technical information to non-technical audiences. Delivers informative, well-organized presentations. Understands how to communicate difficult/sensitive information tactfully. Fluent written and spoken English is mandatory. Team and Customer Interaction Facilitates effective team interaction. Identify customer needs and evaluate alternative technical solutions with customers. Continually seeks opportunities to increase customer satisfaction and deepen client relationships. Manages client expectations effectively. Education, Training and Certification A Bachelor's degree in Computer Science, Information Technology or related discipline required.