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Career Family - AIA – Senior RPA Support Engineer
Role Type Full Time
Role Rank Senior 1/ Senior 2/ Senior 3
The opportunity
We are looking for an experienced RPA Support Engineer – L2 to handle advanced production support, bug fixing, and minor enhancements for RPA solutions. The role involves deep troubleshooting, analyzing bot failures, implementing code fixes, and delivering small enhancements to improve automation stability and performance. The candidate will act as a bridge between L1 support and development teams.
Your key responsibilities
Production Support & Incident Handling
- Handle escalations from L1 for complex bot failures and critical incidents
- Perform detailed root cause analysis (RCA) for recurring and high-impact issues
- Debug workflows using logs, exception handling, and application analysis
- Fix bot failures by modifying workflows, selectors, logic, and configurations
- Ensure SLA adherence for resolution of production issues
Bug Fixing & Enhancements
- Implement code-level fixes in existing bots (UiPath workflows)
- Perform enhancements such as Business rule updates, Exception handling improvements, Performance optimizations, Queue and retry logic improvements
- Validate fixes through unit testing and support UAT cycles
- Deploy fixes to production following release management processes
Bot Maintenance & Optimization
- Analyze bot performance and recommend improvements
- Reduce bot failure rates and improve execution efficiency
- Optimize workflows for scalability and reusability
- Ensure adherence to RPA development best practices
Collaboration & Governance
- Work closely with L1, L3/Dev teams, infra teams, and business stakeholders
- Participate in change management, release planning, and deployment activities
- Maintain and update technical documentation, SOPs, and runbooks
- Ensure compliance with ITIL processes, audit requirements, and security standards
- Willingness to work in 24/7 shift-based support (Mandatory)
Technical Skills & Knowledge
- Core RPA Skills (Mandatory)
- Strong hands-on experience in UiPath development & support
- REFramework understanding
- Orchestrator (queues, assets, triggers, logs)
- Debugging complex workflows and fixing production issues
- Experience in bot enhancement and code refactoring
- Proficiency in VB.NET / .NET basics (preferred)
- Experience with PowerShell / scripting for automation support tasks
- Strong knowledge of SQL (queries, joins, data validation, troubleshooting)
- Experience with API integrations (REST, JSON/XML, authentication)
Tools:
- Windows environment (Services, Task Scheduler, Event Viewer)
- Application logs and debugging techniques
- ServiceNow / Jira (incident & problem management)
- Azure DevOps (code repo, pipelines, release tracking)
- Monitoring tools (Orchestrator dashboards, Splunk/App Insights – good to have)
- UiPath Document Understanding & Action Center
- AI/ML integrations in RPA workflows
- Exposure to ITIL framework (Incident, Problem, Change Management)
- Experience working in Agile/DevOps environments
- Knowledge of cloud platforms (Azure preferred)
- Exposure to multi-RPA tools (Power Platform / Blue Prism)
- Key Performance Indicators (KPIs)
- SLA compliance for incident resolution
- Reduction in repeat incidents / defect leakage
- Quality and turnaround time of bug fixes and enhancements
- Bot stability and success rate improvement
- Quality of RCA and technical documentation
- UAT success rate for enhancements
Skills and Attributes:
- Educational Background
- Bachelor’s degree in computer science, Information Technology, or a related field
Professional Experience:
- 5–7 years of experience in RPA tools, digital transformation, and related domains.
- Proven hands-on experience with UiPath and Power Platform, including run support, RCA analytics, and reporting.
- Experience in building, deploying, and supporting automation solutions and playbooks.
- Enhancements, Bug fixes and stabilizing the production automations.
Soft Skills
- Strong analytical and problem-solving ability
- Ability to handle critical production incidents independently
- Effective stakeholder communication and coordination
- Strong prioritization and multi-tasking in SLA-driven environments
- Attention to detail and documentation discipline
Preferred Certifications
- UiPath Advanced Developer Certification.
- Power Platform Certification
- Nice to Have
- Exposure to ITIL framework (Incident, Problem, Change Management)
- Experience with UiPath debugging, minor enhancements, and bug fixes
- Knowledge of UiPath Document Understanding and Action Center workflows
- Understanding of end-to-end business process automation lifecycle
- Exposure to cloud environments (Azure preferred)
What we offer
EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across six locations – Argentina, China, India, the Philippines, Poland and the UK – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.
- Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
- Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
- Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
- Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.
EY | Building a better working world
EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.
Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.
EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.
