Automation Anywhere Support Engineer (RPA) (L1, L2 & L3)
Bosch Global Software Technologies Private Limited is a 100% owned subsidiary of Robert Bosch GmbH, one of the world's leading global supplier of technology and services, offering end-to-end Engineering, IT and Business Solutions. With over 27,000+ associates, it’s the largest software development center of Bosch, outside Germany, indicating that it is the Technology Powerhouse of Bosch in India with a global footprint and presence in the US, Europe and the Asia Pacific region.
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) Educational qualification: Bachelor’s degree in computer science, Information Technology, Engineering, or related field (or equivalent experience).
Experience
Minimum 4 years of hands-on experience within an RPA environment, with at least 2 years focused on the production support, maintenance, and troubleshooting of Automation Anywhere (A360) bots. Demonstrated experience managing incidents and support tickets within an IT Service Management (ITSM) framework (e.g., ServiceNow, JIRA) and adhering to Service Level Agreements (SLAs).
Required Skills & Competencies
Technical Proficiency (A360): Expert-level ability to debug and analyze A360 components, including Task Bots, MetaBots, and IQ Bots/Document Automation , to pinpoint failures. Strong diagnostic skills in troubleshooting issues related to database connectivity (SQL), API integrations, and credential management within the A360 platform. Familiarity with RPA deployment, version control, and Control Room management.
Problem-Solving
Exceptional analytical and root cause analysis skills, with a proven ability to resolve complex technical issues in a high-pressure production support environment.
Communication
Excellent written and verbal communication skills, with the ability to clearly articulate technical issues, impact, and resolution steps to both technical and non-technical business stakeholders.
Certifications
Automation Anywhere Certified Advanced RPA Professional (A360) is highly preferred.
Preferred Skills
Experience with Gen AI or Chatbot integrations within the A360 platform. Working knowledge of scripting languages (e.g., Python, JavaScript) for analysis and troubleshooting. Familiarity with other RPA platforms (e.g., UiPath, Power Automate) is a plus.
Personal Attributes
Strong Ownership: A proactive and accountable approach to managing incidents from start to finish.
Resilience
Ability to handle multiple competing priorities and work effectively under pressure in a fast-paced support environment.
Attention to Detail
Meticulous approach to log analysis, documentation, and issue resolution.
Collaborative Mindset
A team player who works effectively with developers, business users, and other IT teams to ensure operational stability.
Shift Timing
EU Shift (3:00 PM to 12:00 AM IST) Educational qualification: Bachelor’s degree in computer science, Information Technology, Engineering, or related field (or equivalent experience).
Experience
Minimum 4 years of hands-on experience within an RPA environment, with at least 2 years focused on the production support, maintenance, and troubleshooting of Automation Anywhere (A360) bots.