About this role
Project description
We are looking for an RPA L2 Support Specialist to provide second-line support for our Robotic Process Automation (RPA) solutions. The role is responsible for monitoring, troubleshooting, investigating, and resolving incidents affecting automated business processes, ensuring maximum bot availability and operational efficiency. The ideal candidate has experience working with RPA platforms, strong analytical and problem-solving skills, and a proactive approach to incident management and continuous improvement.
Responsibilities
- Incident Management & Support
- Provide Level 2 support for RPA solutions running in production environments. Monitor bot execution and troubleshoot process failures, exceptions, and system-related issues. Investigate incidents escalated from L1 support teams or business users. Perform root cause analysis and identify corrective and preventive actions. Coordinate with RPA Developers, Infrastructure, Application Support, and Business Teams to resolve complex issues. Ensure incidents and service requests are addressed within agreed SLAs.
- Monitoring & Maintenance
- Monitor RPA platform health, bot performance, queues, schedules, and infrastructure components. Execute operational support activities, including process restarts, configuration updates, and deployment validations. Analyze logs and system-generated alerts to identify issues proactively. Support platform upgrades, maintenance activities, and disaster recovery testing. Continuous Impr