Provide second-level production support for Robotic Process Automation (RPA) bots and workflows
Monitor, triage, and resolve L2 production incidents related to RPA bots across Automation Anywhere and UiPath environments
Perform root cause analysis (RCA) on bot failures, process exceptions, and system errors
Manage and track incidents, service requests, and change requests through ITSM tools (e.g., ServiceNow, Jira)
Ensure SLAs and OKRs are met consistently
Collaborate with RPA developers, business analysts, and operations teams to identify recurring issues
Maintain documentation of application configurations and troubleshooting steps

3+ 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 in shifts
Experience in leading engineers

medical, dental, and vision coverage
paid time off
retirement savings options
wellness programs
comprehensive benefits package designed to support physical, emotional, and financial well-being of colleagues and their families

RPA Support Lead

Key skills