Automation Anywhere Support Engineer (RPA) (L1, L2 & L3)
On-siteBengaluru, Karnataka, India
Job Summary
Manage the entire lifecycle of support tickets for production RPA bots, handling initial logging and triage (L1) through deep-dive analysis and complex resolution (L2, L3). Proactively monitor the RPA environment for failures and performance degradation, conducting root cause analysis by reviewing logs, code, and configurations. Implement timely fixes ranging from configuration changes to code adjustments to restore services and meet SLAs. Collaborate with business stakeholders and the development team to communicate status and hand over complex bugs requiring architectural rework. Maintain comprehensive support documentation, including troubleshooting guides and a knowledge base, while analyzing recurring tickets to provide feedback for improving bot resilience.
Required Qualifications
- Minimum of 4 years of hands-on experience with the Automation Anywhere (A360) platform
- Bachelor's degree in computer science, Information Technology, Engineering, or related field (or equivalent experience)
- Minimum 4 years of hands-on experience within an RPA environment
- At least 2 years focused on the production support, maintenance, and troubleshooting of Automation Anywhere (A360) bots
- Demonstrated experience managing incidents and support tickets within an IT Service Management (ITSM) framework (e.g., ServiceNow, JIRA) and adhering to Service Level Agreements (SLAs)
- Expert-level ability to debug and analyze A360 components, including Task Bots, MetaBots, and IQ Bots/Document Automation, to pinpoint failures
- Strong diagnostic skills in troubleshooting issues related to database connectivity (SQL), API integrations, and credential management within the A360 platform
- Familiarity with RPA deployment, version control, and Control Room management
- Exceptional analytical and root cause analysis skills
- Excellent written and verbal communication skills
- EU Shift (3:00 PM to 12:00 AM IST)
Desired Qualifications
- Automation Anywhere Certified Advanced RPA Professional (A360)
- Experience with Gen AI or Chatbot integrations within the A360 platform
- Working knowledge of scripting languages (e.g., Python, JavaScript) for analysis and troubleshooting
- Familiarity with other RPA platforms (e.g., UiPath, Power Automate)
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