L3 RPA Support Engineer

The Robotic Process Automation Team in Bucharest is looking for a new enthusiastic member!  

As a Support Engineer, you will be responsible with ensuring a high quality technical assistance for the Genpact existing internal software products.

The provided services are focused direct assistance; however you may be connected by email, ticket or remote occasionally.

Training will be provided for Automation Anywhere.

Main activities:

• Ensure L3 Level of Support on site for Genpact RPA development in the agreed terms and conditions;
• Meet the SLA requirements and the internal procedural workflow, manage tickets;
• L3 scope: L2 escalated bugs and errors, control room bug fixing, system version upgrade, security updates;

• Troubleshoot issues that arise in day to day running of robots. Provide timely root cause analysis and solutions as required;

• Supporting Monitoring of Bots in day to day operations and take relevant steps in making bots up and running;

• Ensure Business Continuity;
• Provide audit support when required;
• Respond to alerts, escalations and stakeholder communication;
• Work with different IT groups for support activities of infrastructure and applications;
• Conduct periodic customer satisfaction reviews and meetings.

Requirements:

• Minimum 3 years of professional experience (technical support field, software support);
• Basic understanding of robotic process automation (Automation Anywhere in particular);
• Visual Basic for Applications, VB.net, C#, SQL;
• Degree in Computer Science, Engineering or equivalent (polytechnics, informatics, cybernetics);
• Experience of managing support of IT applications and support team;
• Experience with managing SLAs;
• Experience with production change control and supporting audits;
• Experience in Customer facing roles;
• Good communication and customer support skills;
• Ability to handle customer support escalations.