INSenior AssociateManaged Services Lead – RPA, Web Applications & Agentic SolutionsAgentic AutomationAdvisoryPune

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 roleis responsible fordriving 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 governancepeopleleadership and continuous improvementnot hands-on technical execution.

Responsibilities:

Service Delivery & Governance:

Own the end-to-end service delivery for all supported platforms (RPAWebApps 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:

• Identifyservice gaps recurring issues and operational inefficiencies; implement proactive improvements.

• Establish and refine standard operating procedures runbooks andknowledgerepositories.

• 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 andtransition ofnew 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 ensuretimelyresolution.

• Deliver structured RCA documents and preventive action planstostakeholders.

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

Mandatory skill sets:

• Minimum12 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 isexpectedand role is delivery and governance driven.

Years of experience:

4to15years

Education qualification:

Graduate Engineer or Management Graduate