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Robotic Process Automation (RPA) Support Technical Lead

by Canada Life

Position Type: Full-time
Location: London, ON
Date Posted: Aug 02, 2022
Canada Life

Job Description

Robotic Process Automation (RPA) Support Technical Lead

We are Canada Life

Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.

You can be your best here. You’re part of a diverse and inclusive workplace where your career and well-being are championed. You’ll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.

Together, as part of a great team, you’ll deliver on our shared purpose to improve the well-being of Canadians. It’s our driving force. Become part of a strong and successful company that’s trusted by millions of Canadians to do the right thing. 

Be your best at Canada Life.

Technology redefines the way we work and deliver to meet business needs and elevate the customer experience. You’ll be part of an organization that is embracing modern technology, innovation and agile ways of working.

Our Canada Technology team is a strategic partner in our business – with an ambition to be a forward-thinking, agile technology organization delivering secure, resilient and leading solutions that support Canada Life and the well-being of millions of Canadians.


Join a dynamic team where you’ll accelerate our automation program!

We are looking for an RPA Support Technical Lead  to play an integral role in our Robotic Process Automation (RPA) Centre of Excellence (COE) organization.

Given the size and scope of our organization, we have the flexibility for this position to be located in the following head office locations: Toronto, London, Winnipeg. 

Under the direction of the Director Automation Services, the Technical Lead will oversee the day-to-day support of our RPA environments and production processes including bot deployment, maintenance, monitoring, triage, troubleshooting and timely closure of issues. The Technical Lead is also accountable to ensure support documentation is up to date and every support team member has the knowledge required to triage and troubleshoot production issues. He or she is also accountable to identify continuous process improvements to enhance and streamline our production support processes. You will also help advance our COE capabilities by contributing, developing and executing our RPA support roadmap that will help address the business needs.


What you will do 

  • Provide production support/process monitoring for our bots (digital workers), ensure the bots are running, investigate and troubleshoot issues in the live production environment
  • Manage all operational and daily support activities and ensure effective and timely resolution of all issues in compliance with the Service Level Agreement requirements
  • Define and establish an automated production monitoring system for bots and infrastructure that integrates with the company’s standard monitoring tools
  • Troubleshoot production issues and suggest fixes to issues by doing a thorough root cause analysis and impact of the defect. Ensure the result of the root cause analysis is documented.
  • Maintain and monitor our production and development environments and ensure the stability of the environments. Identify and address potential issues that can occur, and ensure the environments provide the required capacity to scale up and down based on existing volume and future volume based on project pipeline
  • Interface and coordinate with various business units for bots deployment in production (code review, deployment) per our automation lifecycle and methodology
  • Define and recommend end to end enhancements to existing production support processes and procedures to improve efficiency and support operations that result in a superior end user experience
  • Identify and develop targets, metrics and dashboards to measure the quality and effectiveness of our support services to our stakeholders
  • Create and implement a patching plan or upgrade plan to address vulnerabilities that may exist in our automation environments
  • Proactively manage communications pertaining to the support operations, changes, outages and issues related to applications in a timely and professional manner
  • Develop, improve, and maintains departmental processes and documentation, leveraging best practices. Continuously update our production support knowledge base.
  • Oversee team scheduling, including on call scheduling, to ensure enough coverage and resources are available for providing production support.
  • Provide or participate on weekend support and on call as required 
  • Deliver findings and make recommendation for actionable insights to the leadership team to drive change and improvement on complex issues
  • Understand system and business changes that may impact our automated processes and manage the changes by working collaboratively with our business partners without disruption to production processes
  • Develop and manage effective relationships with multiple stakeholders and business partners.
  • Apply sound risk management principles, identify, raise and proactively address potential risks related to our automation environments
  • Perform regular audit and compliance reviews to ensure compliance to our established standards and processes, policies and procedures
  • Provide consulting and support the delivery of automation projects as required
  • Contribute to the development of automation services roadmap 

What you will bring 

  • 5+ years of demonstrated experience in applications support
  • 5+ years in a leadership position (Financial industry an asset)
  • 5+ years experience with RPA technologies (preferably both UiPath and Automation Anywhere)
  • Experience in managing unattended bots that are running concurrently at the same time
  • Demonstrated experience in process reengineering and has successfully led end to end RPA projects in a complex multi-application and technology environments
  • Good understanding of the RPA infrastructure deployment options (on prem, cloud)
  • Undergraduate degree in Computer Science, Engineering, or Business
  • Results-focused; will go above and beyond with the ability to show creativity in providing solutions
  • Proven ability to learn and handle multiple priorities in a dynamic and challenging work environment
  • Relationship building with people and across teams with different levels or expertise
  • Ability to lead large cross-organizational groups to reach conclusions, approaches or decisions
  • Sound business and technical acumen with demonstrated flexibility to identify and apply different approaches to solve business problems, and advance work on business priorities with the ability to deal with ambiguous situations
  • Detail oriented with excellent analytical and problem-solving skills with proven interpersonal / teamwork skills
  • Excellent written, verbal and presentation skills to effectively convey goals and initiatives to team members and management
  • Strong leadership skills with the ability to lead diverse teams from different backgrounds encompassing business, technology, operations
  • Ability to paint a compelling vision and influence others to achieve the vision

Be your best at Canada Life- Apply today 


We are one of Canada's top 100 employers!

ct2022-english (2)

Canada Life serves?the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations.

We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee?has the opportunity to reach their potential.

Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted


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