Managed Services Agent

Roboyo is a category shaper in Agentic Automation. We help leading brands embed autonomous, AI‑powered agents into their workflows, processes, products and services so they can scale faster and operate smarter.

Built on a strong automation heritage, we focus on seamless integration of AI into enterprise level organization, not just proving concepts, but owning outcomes and driving value in every industry we are present. At Roboyo, you’ll join a global team of builders, consultants and engineers that are top practitioners of taking solutions to the next level for clients in pursuit of excellence.

Responsibilities

• Monitor RPA processes, queues, and automation triggers to ensure bots operate correctly in production environments.
• Investigate and resolve Level 1 automation incidents, including failed jobs, queue exceptions, and system-related errors.
• Escalate complex automation issues to RPA developers or engineering teams when required.
• Assist in identifying recurring automation failures and support root cause investigations.

• Respond promptly to service requests and incidents related to automation processes.
• Take ownership of tickets and ensure timely resolution in accordance with SLA commitments.
• Provide initial responses to clients confirming that issues are being investigated.
• Monitor ticket dashboards and escalate at-risk tickets to prevent SLA breaches.

• Regularly monitor automation platforms and client systems to detect issues before they impact operations.
• Validate bot account access and ensure automation credentials and environments remain operational.
• Support routine health checks of automation environments.

• Ensure service commitments are met, measured through SLA adherence, CSAT, and NPS metrics.
• Monitor service performance and collaborate with the Service Delivery Management team to address operational risks.

• Maintain accurate ticket documentation and follow established IT service management procedures.
• Ensure operational documentation and client information remain updated and compliant with internal standards.

Must-have qualifications & competencies

• Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related field, or equivalent experience.
• 1+ year of experience in a help desk, technical support, or operations support environment.
• Basic knowledge of programming or scripting languages (e.g., Python, JavaScript, PowerShell, or similar).
• Basic experience with RPA platforms, such as UiPath and/or Microsoft Power Automate.
• Familiarity with ITSM processes, incident management, and SLA monitoring.
• Proficiency with Microsoft Office tools.
• Strong analytical and troubleshooting skills.
• High attention to detail and strong organizational skills.
• Strong communication skills for client interactions and internal collaboration.

Nice to have

• Experience supporting RPA production environments.
• Familiarity with UiPath Orchestrator, automation queues, bot monitoring, and job scheduling.
• Experience with Automation Anywhere or Blue Prism.
• Exposure to Agentic AI or AI-driven automation environments.
• Knowledge of ITIL or service management frameworks.

Benefits

• 100% payroll + benefits by law
• Work from home
• 30-day Christmas bonus
• 16 vacation days
• 1 economic day a year
• Grocery coupons
• Savings fund
• Home office stipend
• Major medical insurance
• Life insurance
• Training & certifications

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.

Privacy Notice: By applying, you consent to the processing of your personal data for recruitment purposes in line with our Privacy Policy: https://roboyo.global/data-privacy/