Job Summary
OVERVIEW OF THE ROLE
The Offshore Application Support Analyst – RPA Bot Support will play a pivotal role in ensuring the smooth operation, maintenance, and enhancement of Robotic Process Automation (RPA) bots within the Life Sciences and Healthcare domain. This role is critical for supporting large-scale bot deployments, troubleshooting automation workflows, and collaborating with stakeholders to optimize business processes. The successful candidate will contribute significantly to process efficiency and compliance within a dynamic and innovative environment.
DETAILED RESPONSIBILITIES
Provide L1/L2 support for approximately 250 RPA bots, ensuring smooth day-to-day operation of automation processes.
Monitor bot executions, schedules, queues, and alerts through UiPath Orchestrator and other monitoring tools.
Troubleshoot and resolve bot failures, workflow issues, infrastructure-related errors, and application exceptions within defined SLAs.
Support incident, service request, and problem management activities by analyzing issues and implementing timely resolutions.
Perform routine maintenance activities, including bot restarts, credential updates, configuration changes, and health checks.
Assist in implementing minor enhancements and bug fixes to existing automation workflows under the guidance of senior team members.
Support automation solutions developed using UiPath, Python, PowerShell, and Bash scripting.
Analyze bot logs, execution reports, and error messages to identify root causes and escalate complex issues when required.
Coordinate with onsite teams, business users, and technical teams for issue clarification, resolution, and status updates.
Participate in User Acceptance Testing (UAT), deployment validation, and post-release support activities.
Maintain operational documentation, knowledge articles, runbooks, support procedures, and troubleshooting guides.
Track and update incident tickets, ensuring proper categorization, documentation, and closure in accordance with support processes.
Assist in bot deployment and configuration activities across Development, Test, and Production environments.
Support periodic audits, compliance reviews, and documentation requirements within Life Sciences and Healthcare regulatory standards.
Contribute to Root Cause Analysis (RCA) activities and implement preventive measures to reduce recurring incidents.
Follow established support processes, security policies, change management procedures, and operational best practices.
Participate in shift handovers, team meetings, and knowledge-sharing sessions to ensure continuous support coverage.
Work closely with global support teams to ensure automation services remain stable, reliable, and available to business users.
Identify opportunities for process improvements, automation optimization, and support efficiency enhancements.
Continuously enhance technical skills in UiPath, ABBYY, Python, automation tools, and emerging RPA technologies.
Key Responsibilities
2. To undertake training programs for new joinees
3. To perform knowledge transition during project enhancements
4. To document all the defined processes and the methods of resolving the ticket| troubleshooting| etc.
5. To update self on latest technologies and related areas
Skill Requirements
SKILL REQUIREMENTS
- Proven experience in RPA bot support, development, and deployment within workflow automation environments.
- Strong proficiency in scripting languages, including Python and Bash.
- Strong proficiency with UiPath automation tools.
- Strong proficiency in BigPanda, GPT-5.4 mini, GPT-5.4, Gemini 2.5 Pro, Claude Sonnet, GPT-4o, gpt-image-1.5, and other Generative AI models,API-based services used for application integration and functionality
- Demonstrated ability to support, maintain, and enhance large-scale bot operations (250+ bots).
- Demonstrated ability to troubleshoot and resolve complex automation issues.
- Excellent problem-solving skills and attention to detail.
- UiPath Certified RPA Developer or equivalent certification.
- Exceptional communication skills, both written and verbal.
- Experience in process analysis and stakeholder management.