Senior L2 Support Specialist
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 Improvement
- Identify recurring incidents and recommend permanent fixes or process improvements.
- Maintain support documentation, runbooks, knowledge base articles, and operational procedures.
- Collaborate with development teams to enhance solution stability, resilience, and monitoring capabilities.
- Participate in post-incident reviews and lessons-learned sessions. Stakeholder Communication
- Provide regular updates to stakeholders on incident status and resolution progress.
- Work closely with business users to understand and resolve automation-related issues.
- Support audit, compliance, and reporting activities related to RPA operations.
SKILLS
Must have
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- 2+ years of experience in Application Support, Production Support, RPA Support, or a similar role.
- Experience with at least one RPA platform (UiPath, Automation Anywhere, Blue Prism, Power Automate, etc.).
- Good understanding of incident management and troubleshooting processes.
- Experience working with ticketing tools such as ServiceNow, Jira, or similar.
- Basic understanding of databases and SQL queries.
- Familiarity with Windows environments, scheduling tools, APIs, and web applications.
- Strong analytical, troubleshooting, and problem-solving skills.
- Good communication skills in English.
Nice to have
• UiPath Associate Certification or equivalent RPA certification. • Experience supporting unattended automations in enterprise environments. • Knowledge of scripting languages such as PowerShell, Python, or VB.NET. • Understanding of ITIL processes and Service Management practices. • Experience with monitoring tools and log analysis solutions.
