Automation Anywhere Support Engineer (RPA) (L1, L2 & L3)

Job Description 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 ideal candidate will be responsible for ensuring the stability and performance of our automated processes by managing L1, L2, and L3 support tickets. This role is pivotal in monitoring, troubleshooting, and resolving issues for our production RPA bots to ensure seamless business operations. Roles & Responsibilities: - Incident Management (L1, L2, L3): Serve as the primary point of contact for all production support issues related to RPA bots. 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). - Bot Monitoring & Triage: Proactively monitor the RPA production environment for bot failures, performance degradation, and system alerts. Perform initial analysis to categorize issues and escalate as necessary. - Troubleshooting & Root Cause Analysis: Conduct in-depth troubleshooting and debugging of A360 bots by analyzing logs, reviewing code, and examining bot configurations to identify the root cause of incidents. - Issue Resolution: Implement timely fixes, from simple data or configuration changes to more complex code adjustments, to resolve bot failures and restore services. - Collaboration & Escalation: 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. - Support Documentation: Create and maintain comprehensive support documentation, including troubleshooting guides, runbooks, and a knowledge base of common issues and their resolutions. - Continuous Improvement: 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. Shift Timing: EU Shift (3:00 PM to 12:00 AM IST)