MuleSoft Application Support Engineer

Role Summary :

- Provide L1 and L2 production support for MuleSoft APIs and integrations.

- Monitor applications using Anypoint Monitoring, Splunk, AppDynamics, or similar tools. Handle incident, service request, and problem tickets in line with ITIL processes.

- Perform initial triage, log analysis, and issue resolution within defined SLAs.

- Escalate complex or unresolved issues to L3 teams with detailed analysis and supporting artifacts.

MuleSoft & IDP Support :

- Support MuleSoft applications built on Anypoint Platform.

- Troubleshoot issues related to :

1. Mule flows

2. API failures

3. DataWeave transformations Connectivity issues (HTTP, JMS, MQ, SFTP, DB)

- Provide production support for MuleSoft Intelligent Document Processing (IDP) solutions.

- Handle IDP-related issues such as :

1. Document ingestion and processing failures OCR and extraction errors

2. Integration issues between IDP and MuleSoft APIs

3. Perform application restarts, configuration changes, and support deployments on CloudHub / Runtime Fabric / On-Prem environments.

Banking & Compliance :

- Support integrations related to core banking systems, payments, CRM, AML/KYC, and other financial applications.

- Ensure compliance with banking security, audit, and regulatory requirements.

- Participate in change management, release support, and DR activities.

Operational Excellence :

- Maintain and update support documentation, SOPs, and runbooks.

- Participate in shift-based and on-call support.

- Work closely with infrastructure, network, and vendor teams.

- Identify recurring issues and support problem management activities.

Required Skills & Qualifications :

Technical Skills :

- 4- 8 years of IT experience with MuleSoft application support.

- Hands-on experience with MuleSoft Anypoint Platform.

- Knowledge of Mule 4, DataWeave, REST/SOAP APIs.

- Experience supporting MuleSoft Intelligent Document Processing (IDP).

- Experience with log analysis and monitoring tools.

- Basic knowledge of CI/CD pipelines and deployment processes.

- Working knowledge of Linux/Unix environments.

Process & Soft Skills :

- Good understanding of ITIL processes.

- Strong troubleshooting and analytical skills.

- Effective communication and coordination skills.

- Ability to work in high-pressure production environments.

Operational Requirement :

- This role requires readiness to provide 24x7 production support from the Noida ODC.

- Support will be rotational, including weekends, based on operational needs.

- Flexibility to work in shifts and provide on-call support is mandatory.