Role Overview

Provide L2 RPA production support for UiPath and Automation Anywhere bots, ensuring stable and reliable operation
Monitor, triage, and resolve production incidents related to RPA automations
Perform root cause analysis on bot failures, exceptions, and system errors; implement corrective actions
Analyze logs, data, and system behavior to diagnose and resolve technical issues
Manage incidents, service requests, and changes using ITSM tools such as ServiceNow and Jira
Ensure production automations meet defined SLAs and operational OKRs
Escalate critical or unresolved issues to L3/development teams with complete documentation
Troubleshoot bot runner connectivity, orchestrator/control room issues, and execution failures
Resolve scheduling, triggering, queue processing, credential, access, and permission-related issues
Diagnose dependency, environment, data integrity, and application performance issues impacting bots
Collaborate with RPA developers, business analysts, operations, and IT teams to resolve issues and improve automation stability
Participate in stand‑ups, sprint reviews, and Change Advisory Board (CAB) meetings as required
Maintain documentation for application configurations, troubleshooting steps, and resolution procedures
Contribute to automation health dashboards and operational reporting metrics
Analyze support trends and recurring issues to recommend enhancements, optimizations, and process hardening
Communicate effectively with technical and non‑technical stakeholders, providing clear updates on issue status and resolutions.

Requirements

3–5 years of hands-on experience in RPA production support or operations roles
Proficient in Automation Anywhere A360 – bot development, Control Room management, and error handling
Working knowledge of UiPath – Studio, Orchestrator, and REFramework-based bot support
Strong understanding of RPA architecture, bot lifecycle, and deployment pipelines
Experience with ITSM platforms for incident and change management (ServiceNow preferred)
Familiarity with SQL, APIs, and integration troubleshooting (REST/SOAP)
Excellent analytical and problem-solving skills with the ability to work under pressure
Strong written and verbal communication skills for stakeholder engagement and documentation
Ability to work rotating shifts and participate in an on-call rotation.

Tech Stack

ITSM
RPA
ServiceNow
SOAP
SQL

Benefits

medical, dental, and vision coverage
paid time off
retirement savings options
wellness programs
comprehensive benefits package

Production Support Engineer

About this role