Support Flex Engineer (AIOC)

WPP

WPP is the trusted growth partner for the world’s leading brands.  We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth.    We work with the world's most valuable brands and have global reach across 100+ markets, with deep local expertise.   Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow.    For more information, visit WPP.com.   Why we're hiring: You will play a crucial role in solution delivery and day-to-day technology management of the Global Automation Operations Centre (AOC) program. Reporting to the Automation Operations Manager and supporting Automation product, platform and delivery teams worldwide, you will ensure our automation projects are well managed and supported to deliver quantifiable returns. The AOC is chartered to support automation products delivered by the Automation & AI product team, or projects delivered by Automation delivery teams from around WPP. Our support apparatus gives those teams confidence and freedom to hand over their existing successes and continue innovating. Are you a proactive and detail-oriented individual with a passion for technology and a strong desire to learn and grow in the field of automation & AI? We are looking for a L2/L3 Automation Support Engineer to join our dynamic team. You'll be responsible for the monitoring, triage, and resolution of incidents for our RPA bots and Power Platform solutions. You'll gain invaluable hands-on experience, working with cutting-edge technologies and collaborating with experienced engineers to ensure our global automation processes run smoothly. What you'll be doing: * Advanced Technical Support & Problem Management (L3) * Root Cause Analysis & Proactive Optimization: Perform deep-dive diagnostics Power Automate Desktop and Power Platform failures. Utilize telemetry tools like Azure Application Insights to identify systemic bottlenecks and implement permanent code-level fixes rather than temporary workarounds. * PL-400 Technical Remediation: Apply developer-level expertise to debug and resolve issues within Dataverse plugins (C#), Custom Connectors, and Power Apps Component Framework (PCF) Ensure all remediations align with best practices for security, scalability, and performance. * Complex Logic & Integration Fixes: Troubleshoot and refactor advanced Power Automate cloud flows and desktop automations, specifically addressing issues with JSON parsing, API authentication (OAuth), and complex OData filtering that fall outside the scope of L2 support. * Final Escalation Ownership: Act as the ultimate internal authority for high-priority automation incidents. Manage the end-to-end resolution lifecycle, including coordination with Microsoft Support for platform-level bugs and overseeing the deployment of hotfixes via Azure DevOps/GitHub ALM pipelines. * Advanced Data & API Engineering: Design and execute complex SQL scripts and Dataverse Web API queries to remediate data corruption, optimize slow-running processes, and ensure data integrity across integrated enterprise systems. * Strategic Knowledge Leadership: Author high-level technical documentation and "Gold Standard" runbooks. Mentor L1/L2 teams by translating complex technical resolutions into searchable knowledge base articles to reduce future escalation rates. * Governance & Performance Monitoring: Oversee the health of the Power Platform environment using the CoE (Center of Excellence) Starter Kit. Identify "noisy" or inefficient automations and re-engineer them to minimize API consumption and environment overhead Adherence to Procedures: Strictly follow established operational procedures, security policies, and incident management protocols. What you'll need: * Overall experience of 3-4 years in an IT support, helpdesk, or technical operations role * Minimum of 1 year of hands-on exposure to or involvement with RPA technologies (UiPath, Microsoft) and Microsoft Power Platform (Power Automate, Power Apps) * Proven understanding of Robotic Process Automation (RPA) concepts and tools * Proven experience developing and maintaining Microsoft Power Platform, particularly Power Automate flows * Basic knowledge of SQL, including the ability to run pre-defined queries and understand basic database structures * Proficiency in using incident management tools (e.g., ServiceNow, Jira Service Management) * Comfortable with monitoring tools and interpreting dashboards * Basic understanding of IT infrastructure and network concepts * Effective communicator – Excellent writing and verbal communication skills * Problem-solving – proven experience dealing with technical blockers. * High level of attention to detail and accuracy * Proactive attitude with a strong desire to learn new technologies and concepts Ability to manage multiple tasks and prioritize effectively in a fast-paced environment. Mandatory Certifications * PL-400: Microsoft Certified Power Platform Developer Associate Preferred Certifications: * PL-500: Microsoft Certified Power Automate RPA Developer Associate Who you are: You're open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open-minded: to new ideas, new partnerships, new ways of working. You're optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected. You're extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.   What we'll give you: Passionate, inspired people – We aim to create a culture in which people can do extraordinary work. Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry. Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge? #LI-Hybrid  We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process. WPP is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers. PLEASE READ OUR PRIVACY NOTICE (HTTPS://WWW.WPP.COM/EN/CAREERS/WPP-PRIVACY-POLICY-FOR-RECRUITMENT) FOR MORE INFORMATION ON HOW WE PROCESS THE INFORMATION YOU PROVIDE.

WPP

WPP is the trusted growth partner for the world’s leading brands.  We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth.    We work with the world's most valuable brands and have global reach across 100+ markets, with deep local expertise.   Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow.    For more information, visit WPP.com.   Why we're hiring: WPP is a creative transformation company, helping clients create growth by combining technology and creativity. As one of the world's largest marketing and advertising services organizations, we are committed to driving innovation and operational excellence across our vast global network. You will be joining the newly established Automation Support Team within WPP's Enterprise Technology, Automation & AI department. This is a pivotal time for us as we're building a dedicated, in-house team to manage, monitor, and optimize our growing portfolio of automation solutions. This team is at the forefront of our digital transformation, ensuring the seamless operation and continuous improvement of critical automation capabilities across WPP globally Role Purpose: You will play a crucial role in solution delivery and day-to-day technology management of the Global Automation Operations Centre (AOC) program. Reporting to the Automation Operations Manager and supporting. Automation product, platform and delivery teams worldwide, you will ensure our automation projects are well managed and supported to deliver quantifiable returns. The AOC is chartered to support automation products delivered by the Automation & AI product team, or projects delivered by Automation delivery teams from around WPP. Our support apparatus gives those teams confidence and freedom to hand over their existing successes and continue innovating. Are you a proactive and detail-oriented individual with a passion for technology and a strong desire to learn and grow in the field of automation & AI? We are looking for an L1 Automation Support Engineer to join our dynamic team. This entry-level role is perfect for someone eager to start their career in automation & AI support and operations, where you'll be responsible for the initial monitoring, triage, and resolution of incidents for our RPA bots and Power Platform solutions. You'll gain invaluable hands-on experience, working with cutting-edge technologies and collaborating with experienced engineers to ensure our global automation processes run smoothly. What you'll be doing: * Monitoring & Initial Triage: Continuously monitor the health and performance of RPA bots (e.g., UiPath, Power Automate Desktop) and Power Automate flows using established dashboards and tools. Identify and log incidents promptly upon detection of anomalies or failures. * Incident Logging & Documentation: Accurately log all incoming incidents, including detailed descriptions, screenshots, and relevant context into our incident management system. * First-Line Troubleshooting: Perform initial diagnostics and basic troubleshooting steps as defined in runbooks and knowledge base articles to resolve common automation issues (e.g., restarting processes, checking simple log entries, verifying basic connectivity). * Escalation Management: Effectively escalate complex or unresolved issues to L2/L3 support engineers or development teams, providing a clear and comprehensive handover of all gathered information and troubleshooting steps taken. * User Communication: Provide timely updates to end-users and stakeholders regarding incident status and resolution progress, maintaining a professional and helpful demeanor. * Basic Data Querying: Execute pre-defined SQL or reporting system queries to retrieve information, validate data, or assist in diagnosing automation failures under direct supervision. * Documentation Contribution: Assist in maintaining and updating support documentation, runbooks, and knowledge base articles by providing feedback and documenting observed issues and resolutions. * Support for Deployments: Provide support during testing phases for updates, patches, and version upgrades for RPA tools and Power Platform components, as directed by senior engineers. * Performance Tracking: Assist in gathering data for performance metrics of automation solutions, contributing to a better understanding of system stability and efficiency. * Adherence to Procedures: Strictly follow established operational procedures, security policies, and incident management protocols. What you'll need: * Overall experience of 2+ years in an IT support, helpdesk, or technical operations role * Minimum of 1 year of hands-on exposure to or involvement with RPA technologies (UiPath, Microsoft) or Microsoft Power Platform (Power Automate, Power Apps) * Basic understanding of Robotic Process Automation (RPA) concepts and tools * Proven experience developing and maintaining Microsoft Power Platform, particularly Power Automate flows * Basic knowledge of SQL, including the ability to run pre-defined queries and understand basic database structures * Proficiency in using incident management tools (e.g., ServiceNow, Jira Service Management) * Comfortable with monitoring tools and interpreting dashboards * Basic understanding of IT infrastructure and network concepts * Effective communicator – Excellent writing and verbal communication skills * Problem-solving – proven experience dealing with technical blockers. * High level of attention to detail and accuracy * Proactive attitude with a strong desire to learn new technologies and concepts * Ability to manage multiple tasks and prioritize effectively in a fast-paced environment Mandatory Certifications: * PL-500: Microsoft Certified Power Automate RPA Developer Associate * PL-900: Microsoft Certified Power Platform Fundamentals Preferred Certifications: * Automation Developer Associate – UiPath * PL-400: Microsoft Certified Power Platform Developer Associate Who you are: You're open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open-minded: to new ideas, new partnerships, new ways of working. You're optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected. You're extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day. What we'll give you: Passionate, inspired people – We aim to create a culture in which people can do extraordinary work. Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry. Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge? #LI-Hybrid We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process. WPP is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers. PLEASE READ OUR PRIVACY NOTICE (HTTPS://WWW.WPP.COM/EN/CAREERS/WPP-PRIVACY-POLICY-FOR-RECRUITMENT) FOR MORE INFORMATION ON HOW WE PROCESS THE INFORMATION YOU PROVIDE.

WPP

WPP is the trusted growth partner for the world’s leading brands.  We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth.    We work with the world's most valuable brands and have global reach across 100+ markets, with deep local expertise.   Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow.    For more information, visit WPP.com.   Why we're hiring: The Senior Application Support Analyst is responsible for the day-to-day operational support, configuration, and access management of enterprise Media, Finance and People platforms. The role acts as a key bridge between Product, Engineering, and the WPP Media business teams, ensuring platforms run reliably and according to controls in place, issues are triaged and responses to effectively, and business users receive timely, high-quality support. This role is critical to business continuity, audit readiness, and smooth delivery of enhancements and market onboarding. What you'll be doing: Application & Platform Support * Provide support for critical business systems, Media, finance and people platforms * Monitor incoming tickets, incidents, and requests; triage, investigate, and resolve issues within agreed SLAs. * Identify recurring issues and proactively recommend fixes or process improvements. Access & Data Management * Manage user access requests (joins, moves, leavers), including role-based access and approvals. * Support data setup and maintenance activities * Ensure access and change activities comply with audit and control requirements Incident, Problem & Change Management * Support incident and problem investigations, including root cause analysis. * Assist with testing, deployment, and validation of system changes and enhancements. * Participate in regular backlog reviews, prioritisation sessions, and stand-ups with Product and Engineering teams. Stakeholder & Vendor Collaboration * Act as a key point of contact for Product Owners, Product Managers, offshore/onshore engineering teams and business stakeholders. * Communicate clearly on progress, risks, and resolution timelines. * Work with third-party vendors and internal IT teams where required. Documentation & Knowledge Sharing * Maintain support documentation, runbooks, and knowledge base articles. * Capture learnings from incidents and releases to improve future support outcomes. What you'll need: * Proven experience in an Application Support role (enterprise systems) for 5+ years, finance or planning systems desirable. * Strong understanding of ticketing tools and support workflows (e.g. ServiceNow-like tools). * Experience with access management, data maintenance, and configuration changes. * Ability to analyse issues, troubleshoot systematically, and work across technical and non-technical teams. * Excellent written and verbal communication skills. * Familiarity with Agile or DevOps ways of working. * Experience working in global, distributed teams and across time zones desirable * Exposure to audit-controlled environments (SOX, compliance, change governance). * SQL Administrator experience/ knowledge desirable Behavioural & Ways of Working * Highly organised, dependable, and detail-oriented. * Calm under pressure, with a strong sense of ownership and follow-through. * Proactive in spotting issues and suggesting improvements, not just reacting to tickets. * Collaborative and service-oriented mindset. Who you are: You're open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open-minded: to new ideas, new partnerships, new ways of working. You're optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected. You're extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day. What we'll give you: Passionate, inspired people – We aim to create a culture in which people can do extraordinary work. Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry. Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge? #LI-Hybrid  We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process. WPP is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers. PLEASE READ OUR PRIVACY NOTICE (HTTPS://WWW.WPP.COM/EN/CAREERS/WPP-PRIVACY-POLICY-FOR-RECRUITMENT) FOR MORE INFORMATION ON HOW WE PROCESS THE INFORMATION YOU PROVIDE.