RPA Support Lead

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Provide second-level production support for Robotic Process Automation (RPA) bots and workflows, ensuring operational stability, optimal performance, and continuous improvement of automation solutions. This role requires deep hands-on expertise with Automation Anywhere and UiPath platforms, with a strong advantage for candidates familiar with Agentic Process Automation (APA) and the healthcare domain. What you will do Provides RPA production support and troubleshooting assistance for UiPath and Automation Anywhere bots within an organization to ensure the proper functioning of bots and address any issues that may arise. Monitor, triage, and resolve L2 production incidents related to RPA bots across Automation Anywhere and UiPath environments. Perform root cause analysis (RCA) on bot failures, process exceptions, and system errors, and implement corrective actions. Analyzes reported problems, performs data analysis, and conducts tests to resolve technical issues. Manage and track incidents, service requests, and change requests through ITSM tools (e.g., ServiceNow, Jira). Ensure SLAs and OKRs are met consistently for all production automation workflows. Escalate unresolved critical issues to L3/development teams with full documentation. Troubleshoot Bot runner connectivity and orchestrator/control room issues Scheduling and triggering failures, Queue processing issues (stuck, failed, or unavailable queue items), Access, credential, and permission-related failures Triage Dependency and environment-related issues and Data-related and ...