Job Description:
We are seeking a highly skilled and motivated Senior Support Lead to join our dynamic team.
The ideal candidate will possess extensive experience in MuleSoft, banking, and Agile methodologies, combined with a proven track record of providing exceptional support and leadership in a fast-paced environment.

Job Title: Senior Support Lead

- Provide expert-level support for complex MuleSoft integration issues, including root cause analysis and performance optimization.
- Lead and mentor the support team, offering guidance on troubleshooting and technical problem-solving.
- Oversee platform monitoring using tools like ELK, Dynatrace, and AnyPoint Monitoring to ensure system health and SLA adherence.

Key Responsibilities:

- Lead and mentor a team of support analysts, ensuring timely and effective resolution of client issues related to MuleSoft integration and banking applications.
- Act as the primary point of contact for escalated support issues, collaborating with cross-functional teams to drive solutions.
- Oversee the implementation of Agile methodologies within the support team, facilitating Scrum meetings and ensuring adherence to best practices.
- Develop and maintain documentation of support processes, workflows, and standard operating procedures.




- Analyze support metrics and service level agreements (SLAs) to track performance, identify areas for improvement, and execute corrective actions as needed.
- Work closely with product and development teams to understand new features and enhancements, ensuring support readiness and effective communication to users.
- Provide technical expertise in MuleSoft, assisting clients in navigating integration challenges and optimizing usage.
- Stay current with industry trends and regulatory requirements within the banking sector to better inform support strategies.

Qualifications:

- Bachelor’s degree in Computer Science, Information Technology, Finance, or a related field.
- Minimum of 7 years of experience in a technical support role, with at least 3 years in a leadership or senior capacity.
- Robust expertise in MuleSoft (certifications preferred) and its integration capabilities.
- Solid understanding of banking operations, regulatory requirements, and industry best practices.
- Proven experience working in an Agile environment, with practical knowledge of Scrum and Kanban methodologies.
- Excellent problem-solving skills with a keen attention to detail.

📌 ASSISTANT MANAGER - PMO (India)
🏢 Coforge
📍 India