Robotic Process Automation Infrastructure Support Engineer

As a Robotic Process Automation Infrastructure Support Engineer at EY, you will be responsible for the support and administration of the on-premises RPA hosting infrastructure. You will utilize ITIL methodologies to provide technical support and expertise for secure access to on-premises RPA Microsoft Windows desktops. Your role will involve working with vendor management, scheduling and implementing infrastructure maintenance, Windows image updates, operating system upgrades, new deployments, and decommissioning. Additionally, you will be responsible for creating and maintaining documentation for infrastructure and end users, ensuring security compliance with EY policies, reporting any breaches or compromises, providing knowledge sharing, training, troubleshooting issues, resolving customer issues, managing outages, and providing relevant RCA on causes and future incident prevention. Your contribution will ensure a positive customer experience and overall success of the service. Furthermore, you will manage the introduction of Azure/cloud-based technologies to enhance security, cost, and performance. **Key Responsibilities:** - Manage the configuration and administration of the on-premises RPA environment to ensure availability to consumers of the service. - Manage the supporting infrastructure to ensure the delivery of resources when requested. - Facilitate new onboarding requests, coordinating with stakeholders to ensure all prerequisites are met and obtaining necessary approvals. - Possess strong troubleshooting capabilities for application connectivity and access issues. - Follow ITIL-defined processes such as incident, problem, and change management established within the organization. - Resolve incidents and problem cases using vendor documentation, technical skills, and knowledge of the environment. - Monitor and report on the hosting environments including service monitoring, health checks, and capacity reporting to ensure optimal performance and reliability. - Conduct evaluations, testing/proofs of concept for new features and integrations. - Perform maintenance and upgrade activities for the RPA infrastructure. - Evaluate and recommend new enhancements to existing service offerings, providing RPA service roadmaps, collaborating with vendors, and internal product and architecture teams to deliver new service automation and self-service capabilities. **Skills and Attributes for Success:** - Analytical ability in supported core technologies for large user bases. - Sound judgment and tact in decision-making. - Strong communication, interpersonal, leadership, organizational, project management, teamwork, and time management skills. - Cross-cultural awareness and sensitivity. - Knowledge of ITIL methodologies and processes. - Ability to manage strategic vendors like Microsoft, Nutanix, and VMware. - Willingness to share knowledge and provide classroom/hands-on training to others in the team. **Qualifications Required:** - Experience in managing and configuring an on-premises RPA platform or similar automation solution. - Strong understanding of Entra ID/Active Directory, modern authentication, and its integration with on-premises applications. - Familiarity with security policies. - Skilled in supporting modern workplace tools and resources. - A good understanding of networking concepts, including DNS, firewalls, and VPNs. - Familiarity with identity and access management principles and practices. EY Global Delivery Services (GDS) provides a dynamic and truly global delivery network, offering a wide variety of fulfilling career opportunities across different business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. Continuous learning, success as defined by you, transformative leadership, and a diverse and inclusive culture are some of the key aspects of working at EY. EY aims to build a better working world by creating long-term value for clients, people, and society, enabling trust through assurance, and helping clients grow, transform, and operate across various service lines. As a Robotic Process Automation Infrastructure Support Engineer at EY, you will be responsible for the support and administration of the on-premises RPA hosting infrastructure. You will utilize ITIL methodologies to provide technical support and expertise for secure access to on-premises RPA Microsoft Windows desktops. Your role will involve working with vendor management, scheduling and implementing infrastructure maintenance, Windows image updates, operating system upgrades, new deployments, and decommissioning. Additionally, you will be responsible for creating and maintaining documentation for infrastructure and end users, ensuring security compliance with EY policies, reporting any breaches or compromises, providing knowledge sharing, training, troubleshooting issues, resolving customer issues, managing outages, and providing relevant R