AI and Automation Production Support Lead

ADT•Boca Raton, FL

About The Position

The AI & Automation Production Support Lead will oversee and own the end-to-end production support of our enterprise IA, RPA (Robotic Process Automation), and AI programs. This is a leadership role that goes beyond standard analysis, managing L1 and L2 support vendors, mentoring internal staff, and driving continuous improvement. We are looking for an assertive leader with sufficient technical acumen to understand automation designs, spot potential design flaws, and speak intelligently with our vendor partners. You will utilize these skills to handle complex escalations, manage vendor SLAs, and seamlessly receive and manage new automation projects as they transition into the production environment.

Requirements

Background in operational leadership, 3rd party vendor partnership, or production support to bring the technical fluency necessary to oversee Intelligent Automation and AI deployments post-production.
Proven ability to partner across various business units, backed by a strong familiarity with core enterprise applications and how they intersect with automated solutions.
Demonstrated ability to lead direct reports and external vendors autonomously.
Exceptional verbal and written communication skills; capable of navigating high-pressure enterprise environments with professionalism and tact.

Responsibilities

Own the day-to-day RPA, IA, and AI production support lifecycle (break/fixes, remediation, enhancements).
Take full ownership of automations immediately following deployment to production, ensuring long-term stability and performance in the production environment.
Serve as the primary platform administrator for UiPath Orchestrator.
Manage all day-to-day administrative tasks, included but not limited to scheduling deployments, provisioning machines and robots, monitoring job queues and system logs, and configuring user roles and access permissions.
Act as the primary lead for two external production support vendors (L1 and L2).
Hold vendors accountable to SLAs, drive service excellence, and manage operational workflows between internal and external teams.
Direct, mentor, and oversee the daily workload of internal support staff, fostering a culture of high performance, accountability, and continuous learning.
Coach, develop, and provide reviews and recommendations on a recurring basis for internal staff.
Serve as the definitive point of escalation for high-priority production issues.
Apply technical understanding and polished communication to resolve roadblocks, effectively managing expectations across, down, and up the organizational hierarchy.
Review incoming automations for production readiness, spot potential design flaws, and intelligently guide vendor and contractor partners on best practices to ensure post-deployment stability.
Build resilient relationships with cross-functional stakeholders.
Act as an assertive, articulate liaison who can translate complex technical realities into clear business impacts.
Identify and implement strategic enhancements within production operations, ensuring proactive support and optimization.