About this role
Run Operations Manager is responsible for leading end-to-end Automation Run Services, ensuring stability, SLA adherence, and continuous availability of in-production automations across RPA, Power Platform, Document Automation, and Agentic/GenAI solutions. This role drives operational governance, incident management, and cross-functional coordination to maintain reliable and resilient automation services.
Run Services & Operations
• Own and govern L1–L3 production support ensuring timely incident resolution and SLA compliance • Act as primary escalation point for P1/P2 incidents and lead resolution coordination • Drive incident, problem, and change management aligned to ITIL practices • Ensure continuous automation monitoring, stability, and service availability Cross-Functional Collaboration
• Partner with Platform Support on environment readiness, access, and license management • Collaborate with Infrastructure/Resiliency teams on VM capacity, scheduling, and high availability • Work closely with Build teams for smooth production handovers and hypercare stabilization • Coordinate with vendors/L4 teams for complex issue resolution Governance & Reporting
• Manage KPIs, SLA performance, and operational reporting (tickets, uptime, automation performance) • Lead service reviews and governance forums with stakeholders • Ensure audit-ready documentation, runbooks, and knowledge management Continuous Improvement
• Drive root cause analysis (RCA) for critical and recurring incidents Identify and implement stability, resiliency, and cost optimization improvements
Key Focus Areas
• End-to-end Run Services ownership • Strong Platform, Resiliency, and Build collaboration • SLA-driven delivery with operational rigor and governance
• 8–12+ years in production support / run operations, with leadership experience • Strong knowledge of RPA, Power Platform, Document Automation, and AI-based solutions • Experience with ITIL processes (Incident, Problem, Change Management) • Proven ability to work across cross-functional teams (Platform, Middleware, Build, Vendors) • Strong stakeholder communication and operational governance experience