Automation Anywhere Support Engineer (RPA) (L1, L2 & L3)
Bosch
bangalore, , IndiaPosted 27 days ago
Skill Required
Power Appsrelated fieldEngineeringJavaScriptServiceNowanalyticalObservabilitydebuggingwrittenPythonJiraSQLAIFulltime
Role overview
We are seeking a dedicated and experienced Automation Anywhere Support Engineer with a minimum of 4 years of hands‑on experience with the Automation Anywhere (A360) platform. The role is pivotal in ensuring the stability and performance of our automated processes by managing L1, L2, and L3 support tickets for production RPA bots, monitoring the environment, troubleshooting issues, collaborating with stakeholders, documenting solutions, and driving continuous improvement.
Responsibilities
- Serve as the primary point of contact for all production support issues related to RPA bots and manage the entire lifecycle of support tickets from initial logging and triage (L1) to deep‑dive analysis (L2) and complex issue resolution (L3), ensuring adherence to service level agreements (SLAs).
- Proactively monitor the RPA production environment for bot failures, performance degradation, and system alerts; perform initial analysis to categorize issues and escalates as necessary.
- Conduct in‑depth troubleshooting and debugging of A360 bots by analyzing logs, reviewing code, and examining bot configurations to identify root causes of incidents.
- Implement timely fixes, from simple data or configuration changes to more complex code adjustments, to resolve bot failures and restore services.
- Collaborate effectively with business stakeholders to communicate the status of issues; work closely with the RPA development team to hand over complex bugs that require significant code changes or architectural rework.
- Create and maintain comprehensive support documentation, including troubleshooting guides, runbooks, and a knowledge base of common issues and their resolutions.
- Analyze recurring support tickets to identify trends and patterns; provide feedback and recommendations to the development team for improving bot resilience, stability, and overall performance.