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

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) 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. 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.