Managed Services Engineer

Roboyo is not a typical technology consultancy. We have been at the forefront of Business Process Automation since the sector began, less than a decade ago.

We started as pioneers. Today, we are the world’s largest specialist Intelligent Automation company and remain at the cutting edge. Our growth, success, and contribution to the success of our clients are a result of one thing – our people.

We are united by our purpose, to take what’s possible to the next level – for our clients, our business, and for each other.

At Roboyo, you will experience a fun and innovative work environment with a dynamic and ambitious team passionate about technology and automation.

The Engineer is primarily responsible for resolving Level 2 (L2) technical requests within managed services engagements. They play a crucial role in maintaining the stability and quality of service objects by diagnosing and addressing moderately complex issues and implementing code/configuration changes. Engineers are expected to follow best practices, support agents handling Level 1 (L1) tickets, and assist senior and lead engineers in delivering high-quality technical solutions.

Key Accountabilities

• L2 Request Resolution: Timely and accurate diagnosis and resolution of escalated tickets (L2).
• Technical Execution: Implement reliable, maintainable code and configuration changes using established engineering practices.
• Quality Compliance: Uphold testing and documentation standards for all implemented solutions.
• Collaborative Support: Assist and learn from senior/lead engineers while contributing to the overall quality of the service portfolio.

Core Responsibilities

Request Handling and Resolution

• Take ownership of L2 tickets and investigate underlying technical issues, proposing
• efective solutions.
• Support agents in diagnosing or resolving L1 requests when needed, particularly
• during high-volume periods or idle time.
• Ensure daily updates on all assigned tickets with clear visibility into progress or
• blockers; no ticket should remain without an update.

Development and Testing

• Apply development best practices including:
  •  Use of version control systems.
  •  Leveraging CI/CD pipelines.
  •  Conducting full end-to-end testing in an isolated test environment prior to UAT.
• Escalate any deviations from the provided solution design or blockers to the lead engineer for guidance.

Documentation and Reviews

• Update all relevant documentation (developer guides, runbooks, manuals) prior to promoting any changes to production.
• Participate in code reviews and remediation or enhancement as-built reviews to verify implementation quality.
• Contribute to peer reviews and process improvement discussions where applicable

Engagement and Team Presence

• Accurately complete and submit weekly timesheets (minimum 40 hours), detailing engagement-specifc activity.
• Log into each assigned client system at least once every 30 days to maintain access and stay familiar with the client environment.

Enhanced Tier Responsibilities

In Enhanced Tier engagements:

• Implement enhancements and adaptations under the supervision of the lead engineer.
• Participate in as-built reviews for enhancements and adaptations to validate implementation against the approved designs.

Expected Outcomes

• Reliable resolution of L2 incidents with minimal need for escalation to L3.
• High-quality technical outputs with thorough documentation and adherence to design and testing standards.
• Active collaboration with the team, enabling smooth hand-ofs, shared learning, and consistent SLA achievement.
• Proactive participation in continuous improvement eforts across the service object lifecycle.

Skills and Competencies Required

• Technical Proficiency: Strong hands-on ability in automation development and issue resolution within the relevant platform (e.g., UiPath, Automation Anywhere, Power Platform).
• Process Discipline: Comfortable adhering to structured workflows and established quality assurance protocols.
• Collaboration and Communication: Open communicator and willing team player who seeks support and gives support effectively.
• Problem Solving: Capable of assessing symptoms, identifying causes, and proposing sound solutions.
• Accountability: Takes ownership of assigned tickets, updates documentation responsibly, and manages time efficiently.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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