Support Engineer – MuleSoft Specialist (L1 Support)
Experience
3+ Years
Shift Requirement
24x7 Rotational Shifts (Mandatory)

Position Overview
We are seeking a dedicated and motivatedSupport 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 setting.

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 a24x7 rotational shift environmentand serving as the first line of support for critical banking integration services powered by MuleSoft.

📌 SENIOR ENGINEER (Mumbai)
🏢 Coforge
📍 Mumbai