RPA Production Support Engineer

NTT DATA BUSINESS SOLUTIONS; Bengaluru; On-site; INR 800,000 - 1,300,000; Full time

Job summary

NTT DATA BUSINESS SOLUTIONS in Bengaluru, Karnataka, India, is seeking an RPA Production Support Engineer L1/L2 to provide 24x7 operational support for critical automation processes. You will monitor bot execution, troubleshoot issues, manage incidents, and collaborate with development, infrastructure, and security teams.

The role requires 2–6 years in RPA or production support, familiarity with ITIL, and experience with monitoring tools and logs. Shift work will be 24x7 rotational.

Qualifications

• 2 to 6 years of experience in RPA, application, or production support.
• Experience with MuleSoft RPA Manager or a similar RPA platform.
• Knowledge of bot monitoring, scheduling, execution, and failure handling.
• Understanding of Windows servers, virtual machines, credentials, and access management.
• Familiarity with ITIL processes and tools such as ServiceNow or Jira.
• Strong troubleshooting, communication, and documentation skills.
• Willingness to work in 24x7 rotational shifts.

Responsibilities

• Monitor bot execution and track schedules, execution frequency, success rates, and failures.
• Ensure critical bots run as per defined schedules and business timelines.
• Perform initial troubleshooting, bot restarts, and reruns per SOPs.
• Investigate credential expiry, authentication, access, connectivity, VM, and infra issues.
• Analyze bot logs, execution details, screenshots, and error messages.
• Log, prioritize, and track incidents using ITSM tools.
• Escalate code-related or complex issues to the RPA development or L3 team.
• Coordinate with infrastructure, application, security, and business teams.
• Maintain shift handover notes, runbooks, knowledge articles, and operational reports.
• Support incident analysis, root cause analysis, and service improvement activities.

Skills

RPA Platform

ITIL

Incident Mgmt

Troubleshooting

Documentation

Communication

Shift Work

Tools

MuleSoft RPA Manager

ServiceNow

Jira

Windows Server

Virtual Machines

Job description

We are currently seeking a RPA Production Support Engineer to join our team in Bangalore, Karntaka (IN-KA), India (IN).

RPA Production Support Engineer L1/L2

We are looking for an RPA Production Support Engineer to provide 24x7 operational support for business-critical automation processes. The role involves monitoring bot execution, troubleshooting failures, managing incidents, and coordinating with development and infrastructure teams.

Key Responsibilities

• Monitor bot execution through MuleSoft RPA Manager.
• Track bot schedules, execution frequency, success rates, and failures.
• Ensure critical bots run as per defined schedules and business timelines.
• Perform initial troubleshooting, bot restarts, and reruns as per SOPs.
• Investigate credential expiry, authentication, access, connectivity, virtual machine, and infrastructure-related issues.
• Analyze bot logs, execution details, screenshots, and error messages.
• Log, prioritize, and track incidents using ITSM tools.
• Escalate code-related or complex issues to the RPA development or L3 team.
• Coordinate with infrastructure, application, security, and business teams.
• Maintain shift handover notes, runbooks, knowledge articles, and operational reports.
• Support incident analysis, root cause analysis, and service improvement activities.

Required Skills

• 2 to 6 years of experience in RPA, application, or production support.
• Experience with MuleSoft RPA Manager or a similar RPA platform.
• Knowledge of bot monitoring, scheduling, execution, and failure handling.
• Understanding of Windows servers, virtual machines, credentials, and access management.
• Familiarity with ITIL processes and tools such as ServiceNow or Jira.
• Strong troubleshooting, communication, and documentation skills.
• Willingness to work in 24x7 rotational shifts.

Preferred Skills

• Basic knowledge of SQL, PowerShell, APIs, or scripting.
• RPA platform certification.
• Experience supporting enterprise automation in banking, insurance, healthcare, or retail environments.
• Location: Remote
• Experience: 2 to 6 Years
• Shift: 24x7 Rotational Support