Operations- Manager -MFT - KGS CH

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.

• 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

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