SENIOR ENGINEER

Support Engineer – MuleSoft Specialist (L1 Support)

Experience

3\+ Years

Shift Requirement

24x7 Rotational Shifts (Mandatory)

Position Overview

We are seeking a dedicated and motivated

Support Engineer (MuleSoft Specialist)

to provide Level 1 support for MuleSoft-based integration solutions within the banking domain. The ideal candidate will be responsible for monitoring integration services, handling incidents and service requests, performing initial troubleshooting, and coordinating with L2/L3 teams for issue resolution.

The role requires strong communication skills, a customer-focused mindset, and basic knowledge of MuleSoft, APIs, ITIL processes, and banking operations.

Key Responsibilities

• Support Operations

• Provide Level 1 support for MuleSoft integration applications and APIs.
• Monitor application health, integration flows, and system alerts to identify and respond to incidents proactively.
• Perform initial troubleshooting and diagnosis of application and integration issues.
• Log, track, and manage incidents, service requests, and alerts using ticketing tools.
• Escalate unresolved issues to L2/L3 support teams as per defined support processes.
• Ensure timely incident acknowledgment and resolution in accordance with SLA commitments.

• MuleSoft \& Integration Monitoring

• Monitor MuleSoft Anypoint Platform components and integration services.
• Review application logs and alerts to identify potential issues.
• Support API monitoring activities and report service disruptions or failures.
• Assist in validating application functionality following deployments or maintenance activities.

• ITIL \& Process Adherence

• Follow ITIL best practices for Incident, Problem, Change, and Service Request Management.
• Maintain accurate and up-to-date incident documentation.
• Support knowledge management initiatives by documenting recurring issues and resolutions.
• Contribute to creating and maintaining operational runbooks, troubleshooting guides, and FAQs.

• Stakeholder Communication

• Act as the first point of contact for support requests and incidents.
• Provide timely updates to business users and stakeholders regarding ticket status and resolution progress.
• Coordinate with development, infrastructure, and business teams during incident investigations.

• Agile \& Continuous Improvement

• Participate in Agile ceremonies, including daily stand-ups and team meetings.
• Identify recurring issues and highlight trends for further investigation.
• Suggest opportunities for process improvements and operational efficiencies.

Required Qualifications

• B.E/B.Tech or MCA
• 3\+ years of experience in Application Support, Production Support, or IT Support roles.
• Basic understanding of MuleSoft Anypoint Platform and API integrations.
• Familiarity with REST APIs, web services, and integration concepts.
• Experience working with ticketing tools such as ServiceNow, Jira, or similar.
• Good understanding of ITIL support processes.
• Familiarity with Agile methodologies such as Scrum or Kanban.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to work effectively in a 24x7 rotational shift environment.

Preferred Qualifications

• Experience in the Banking or Financial Services domain.
• Exposure to monitoring tools such as Splunk, Grafana, Dynatrace, AppDynamics, or similar.
• Basic knowledge of MuleSoft API management and integration architecture.
• Understanding of banking processes, compliance, and operational workflows.

Key Skills

• L1 Production Support
• MuleSoft Monitoring \& Support
• Incident Management
• ITIL Processes
• API Monitoring
• ServiceNow / Jira
• Banking Domain Knowledge
• Application Support
• SLA Management
• Agile Methodologies
• Stakeholder Communication
• Troubleshooting \& Issue Coordination

Note:

This role requires working in a

24x7 rotational shift environment

and serving as the first line of support for critical banking integration services powered by MuleSoft.