RPA APPLICATION SUPPORT

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Responsibilities:

• Solve client incidents/issues and provide application/maintenance support for client in Hong Kong.
• Regularly monitor Silva tickets for UiPath-related issues, ensuring follow-ups adhere to SLA.
• Conduct thorough troubleshooting and problem resolution for escalated incidents, including identifying coding issues.
• Oversee the resolution process for incidents requiring IBM intervention until fully resolved.
• Complete assigned tasks (BAU, ad-hoc requests, enhancements) efficiently, and communicate updates proactively to relevant stakeholders.
• Conduct impact and root cause analysis on tickets and provide timely progress updates.
• Assist in deploying code to the production environment in accordance with Change Management processes, including coding, testing, and preparing necessary documentation.
• Maintain and update application-related documents, such as the Application Information Document (AID) and Application Support and Control Plan (ASCP).
• Participate actively in team meetings, including incident handling and root cause analysis discussions.
• Adhere to AXA's incident, change, and problem management workflows.
• Share technical insights and continuous improvement suggestions with the Team Lead and Tech Lead to enhance productivity.
• Facilitate knowledge transfer regarding application code to L1/L2 support teams.

Requirements:

• Bachelor’s degree in IT, Information Systems, or a related field.
• Proficient in written English and Chinese; fluent in spoken English and Mandarin, with good Cantonese skills.
• 1-3 years of IT experience, especially in UiPath automation.
• Strong background in application support, incident troubleshooting, root cause analysis, and problem resolution.
• Positive attitude and strong communication skills for effective client and team interaction.
• Previous experience in insurance application support is a plus.