Automation Operations Specialist-1

MediCard Phils., Inc. is one of the country's leading HMO and the only HMO founded and run by Doctors. Since its inception, the concept of service-oriented total health care has been the molding ideal of MediCard.  The competition is vast, and the benefits being offered by the competitors are tempting.  However, MEDICard has taken the lead in providing innovative and productive ideas that cut down the cost of health maintenance without compromising its quality.

MediCard now boasts of more than half a million members and over 54,000 accredited doctors in over 1,000 hospitals and clinics nationwide. It also operates 16 MediCard free-standing clinics that provide services at par with those offered by hospitals minus the confinement.

MediCard is currently looking for assertive, dynamic and energetic individuals to fill up the following vacancy:

The Automation Operations Specialist is responsible for the day-to-day operational stability, monitoring, and support of automation and AI-enabled solutions deployed across MediCard. The role ensures that digital workers, automation workflows, and AI-assisted processes operate reliably in production, incidents are handled promptly, and performance issues are identified and resolved before impacting business operations, customers, or providers. This role is critical in sustaining trust in automation and AI as MediCard scales its transformation initiatives.

Roles & Responsibilities
Production Monitoring & Stability
o Monitor automation and AI workflows in production to ensure availability, accuracy, and performance.
o Track bot execution logs, AI outputs, exception queues, and failure events.
o Proactively identify anomalies, recurring failures, or performance degradation.

Incident & Exception Management
o Act as first-line support for automation and AI incidents.
o Investigate failures, exceptions, and data issues; perform initial root-cause analysis.
o Escalate complex issues to Automation Developers, QA, or AI Ops teams as required.
o Ensure timely resolution in line with agreed SLAs and operational priorities.

Operational Controls & Compliance
o Maintain operational logs, runbooks, and support documentation for automation assets.
o Ensure execution evidence and logs meet audit and compliance requirements.
o Support audit and risk reviews by providing operational evidence and incident records.

Performance & Continuous Improvement
o Track operational KPIs such as bot uptime, success rates, failure rates, and incident trends.
o Identify opportunities for automation stabilization, optimization, and error reduction.
o Work with CI & AI Ops Lead to implement fixes, enhancements, and tuning based on production feedback.

Release & Change Support
o Support deployment activities and post-release monitoring for new automation and AI solutions.
o Validate production readiness from an operational perspective before and after go-live.
o Coordinate with UAT Support and QA teams during release transitions.

KPIs
o Automation uptime and execution success rates
o Reduction in recurring production incidents
o Mean time to resolve (MTTR) automation incidents
o Accuracy and completeness of operational logs and evidence
o Business satisfaction with stability and reliability of automation solutions

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