IN_Senior Associate_Managed Services Lead – RPA, Web Applications & Agentic Solutions_Agentic Automation_Advisory_Pune

Job Description & Summary: We are seeking an experienced Managed Services Lead to oversee service delivery across RPA, enterprise web applications, and agentic/AI-enabled solutions. This role is responsible for driving governance, ensuring operational excellence, managing stakeholders, leading support teams, and delivering a predictable, high-quality managed services function. A strong understanding of support processes and automation ecosystems is expected, while the core focus of this role is client management, service governance, people leadership, and continuous improvement—not hands-on technical execution. 

Responsibilities: 

Service Delivery & Governance: 

Own the end-to-end service delivery for all supported platforms (RPA, WebApps, Agentic). 

Implement and drive ITIL-based governance for Incident, Problem, Change, Release, and Knowledge Management. 

Ensure SLA/OLA adherence, service stability, and high-quality delivery. 

Lead operational reviews (daily/weekly/monthly), publish performance dashboards, and proactively communicate risks.  

Maintain compliance with audit, security, and organizational policies across the managed services landscape. 

Stakeholder & Client Management:  

• Serve as the primary point of contact for client leadership and business stakeholders. 

• Conduct governance meetings, present service health, and drive alignment with business priorities.  

• Handle escalations with structured communication and stakeholder confidence. 

• Translate client expectations into actionable delivery plans, ensuring transparency and accountability throughout. 

Team Leadership & People Management:  

• Lead and mentor cross-functional support teams (RPA analysts, support engineers, application specialists, AI operations). 

• Manage staffing, workloads, performance reviews, career development, and capability-building initiatives. 

• Foster a culture of ownership, collaboration, continuous learning, and customer-first thinking. 

• Drive cross-training and knowledge-sharing to build a resilient, multi-skilled support team. 

Operational Excellence & Continuous Improvement: 

• Identify service gaps, recurring issues, and operational inefficiencies; implement proactive improvements.  

• Establish and refine standard operating procedures, runbooks, and knowledge repositories.  

• Use automation, agentic workflows, intelligent monitoring, and process optimization to reduce manual effort. 

• Track and improve KPIs such as MTTR, backlog levels, ticket leakage, availability, and system reliability. 

Transition, Planning & Delivery Oversight: 

• Lead onboarding and transition of new automations, applications, or AI solutions into steady-state support. 

• Work with development, cloud/infra, and QA teams to ensure smooth release and deployment cycles. 

• Plan and forecast resources, budgets, and operational capacity for ongoing and future service needs.  

Risk Management & Escalations: 

• Maintain risk registers and mitigation plans for critical business processes. 

• Lead severity-1/critical incident war rooms, drive cross-functional collaboration, and ensure timely resolution. 

• Deliver structured RCA documents and preventive action plans to stakeholders. 

• Ensure proactive monitoring, alerting, and incident prevention mechanisms are in place and continuously improved. 

Mandatory skill sets: 

• Minimum 12+ years of experience in IT operations, production support, or managed services. 

• Strong background in managing distributed teams supporting RPA, web applications, and/or AI/agentic solutions. 

• Proven experience in service governance, incident management, and SLA-driven delivery models. 

• Strong stakeholder management with the ability to manage executive-level conversations. 

• Deep understanding of ITIL processes and operational frameworks. 

• Ability to lead teams, manage escalations, and handle high-impact situations with composure. 

Key Competencies: 

• Strong leadership and people management 

• Excellent communication and stakeholder engagement skills 

• Governance, planning, and service delivery mindset 

• Analytical and problem-solving abilities 

• Ability to work under pressure and manage crisis situations 

• Continuous improvement and operational excellence focus 

Preferred skill sets: 

• ITIL v4 certification (highly preferred) 

• Experience managing support for UiPath / Automation Anywhere / Blue Prism 

• Exposure to AI agent frameworks, LLM-powered solutions, or AI Ops 

• Familiarity with ITSM tools (ServiceNow, Jira Service Management) 

• Basic understanding of WebApp architectures and cloud support (Azure/AWS) 

Additional Information: 

• This role requires flexibility to handle critical incidents outside business hours on exceptional occasions. 

• Strong consulting-style communication, client-facing capability is expected, and role is delivery and governance driven. 

Years of experience required: 

4 to 15 years 

Education qualification: 

Graduate Engineer or Management Graduate