L2 RPA Support Engineer / RPA Support Lead

Role: L2 RPA Support Engineer / RPA Support Lead

Technology: Automation Anywhere (A360)

Experience: 7+ YearsLocation: Mumbai / Pune / Remote (as applicable)Employment Type: Full-Time

Role Summary

We are seeking an experienced RPA Support Engineer / Support Lead with strong expertise in Automation Anywhere to manage, monitor, troubleshoot, and support enterprise automation solutions. The candidate will be responsible for ensuring high availability of bots, incident management, root cause analysis, stakeholder communication, and continuous improvement of RPA processes.The ideal candidate should possess hands-on experience in Automation Anywhere Control Room administration, bot troubleshooting, production support, and managed service operations.

Key Responsibilities

Production Support & Monitoring

• Monitor daily bot executions and ensure smooth operation of production automations.
• Proactively identify bot failures, performance issues, and execution anomalies.
• Analyze Control Room logs and troubleshoot bot execution issues.
• Perform bot reruns and recovery activities as per approved procedures.
• Ensure adherence to defined SLAs and operational KPIs.

Incident & Problem Management

• Investigate and resolve L2 support tickets related to bot failures.
• Perform Root Cause Analysis (RCA) for recurring incidents.
• Coordinate with L3/OEM teams for complex technical issues.
• Maintain incident records and resolution documentation.
• Drive permanent fixes to reduce recurring incidents.

Automation Anywhere Administration

• Manage Automation Anywhere Control Room activities.
• User and role administration.
• Credential Vault management.
• Bot deployment and version management.
• Schedule management and workload balancing.
• Runner machine health monitoring.

Change & Release Management

• Support bot deployments across DEV, UAT, and Production environments.
• Participate in release validation and post-deployment monitoring.
• Review change requests and assess support impacts.
• Coordinate with development teams during releases.

Stakeholder Management

• Provide timely updates to business users and project stakeholders.
• Participate in incident review calls and service review meetings.
• Communicate production issues, risks, and mitigation plans.
• Prepare and present operational reports.

Documentation & Reporting

• Maintain support runbooks and knowledge repositories.
• Prepare Daily, Weekly, and Monthly support reports.
• Track SLA performance and ticket trends.
• Maintain bot inventory and support documentation.

Continuous Improvement

• Identify opportunities for bot stabilization and optimization.
• Recommend automation enhancements and preventive measures.
• Participate in support process improvements and governance initiatives.

Support Lead Responsibilities (Additional)

• Lead a team of L1/L2 support engineers.
• Manage support shifts and resource planning.
• Review ticket queues and ensure SLA compliance.
• Conduct RCA reviews and service improvement initiatives.
• Drive governance meetings with customers and internal teams.
• Manage escalations and stakeholder expectations.
• Mentor and train support team members.

Technical Skills Required

Mandatory

• Automation Anywhere A360 (Advanced)
• Control Room Administration
• Bot Deployment & Scheduling
• Credential Vault Management
• Production Support & Monitoring
• Incident Management
• Root Cause Analysis (RCA)
• SQL Queries and Database Troubleshooting
• Windows Server Administration Basics
• Excel and File Handling Automation
• API and Web Service Understanding

Good to Have

• ServiceNow / ITSM Tools
• Power BI Reporting
• Python Basics
• PowerShell Scripting
• OCR Technologies
• AI/Document Automation Exposure

Infrastructure Knowledge

• Windows Server Environments
• Virtual Machines (VMs)
• Active Directory
• RBAC (Role-Based Access Control)
• Network Troubleshooting
• VPN Connectivity
• SFTP/File Transfer Mechanisms
• Database Connectivity

Soft Skills

• Excellent communication skills.
• Strong analytical and troubleshooting abilities.
• Customer-facing experience.
• Ability to work in a 24x7 support environment.
• Incident handling and stakeholder management skills.
• Team leadership and mentoring capabilities.

Education

• Bachelor's Degree in Engineering, Computer Science, Information Technology, or equivalent.

Preferred Certifications

• Automation Anywhere Certified Advanced RPA Professional
• Ui Path Certification
• Automation Anywhere Certified Master RPA Professional
• ITIL Foundation Certification
• Microsoft Azure Fundamentals (Preferred)

Shift Requirements

• Willingness to work in rotational shifts.
• Availability for weekend support during critical releases.
• On-call support during production incidents, if required.

Experience Profile

• Minimum 6+ years of Automation Anywhere experience.
• At least 4+ years in production support / managed services.
• Experience supporting enterprise-scale RPA environments with multiple bots and runner machines.
• Experience working with Banking, Financial Services, Insurance (BFSI), Manufacturing, or Enterprise clients is preferred.

Skills

SQL Automation Anywhere AI Uipath production support