Dilip R
Technical RPA Support
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About
Detail-oriented and proactive technical RPA Support associate with 3 years of hands-on experience in L1 production support for enterprise RPA solutions at Infosys BPM. Skilled in monitoring, incident management, and issue resolution for automation workflows across UiPath / Automation Anywhere platforms. Proven track record of minimizing downtime, enhancing bot performance, and ensuring SLA compliance.
Adept at collaborating with L2/L3 teams, business stakeholders, and cross-functional IT support for seamless automation delivery.
Experience
Delivered 24x5 production support for RPA processes, ensuring uninterrupted business operations across multiple clients.
Monitored bots via Control Room/Orchestrator, proactively identifying failures and triggering timely recovery actions.
Handled incident management via Zoho Desk, ServiceNow, logging, categorizing, and prioritizing tickets to meet strict SLAs.
Escalated recurring or critical issues to L2/L3 teams with detailed analysis, enabling faster resolution.
Conducted bot restarts, configuration checks, and user access management, reducing downtime by 20%.
Assisted business users with troubleshooting automation outputs and resolving exceptions.
Supported release deployment and post-deployment validation, ensuring smooth production rollouts.
Created and maintained support documentation and SOPs, improving team knowledge sharing and onboarding.
Education
Master of Computer Applications (MCA - Correspondence) - University of Mysore – Pursuing
Bachelor of Science in Computer science - Sri Vasavi College, Erode – 2022
