Req ID: 377995
We are currently seeking a MuleSoft Support Engineer to join our team in Delhi, Delhi (IN-DL), India (IN).
Job Title: MuleSoft Production Support Engineer (L1/L2 Support)
Experience: 4-6 Years
Location: Remote
Employment Type: Full-Time
Job Summary
Key Responsibilities
Production Support Incident Management
- Provide L1 and L2 support for MuleSoft APIs, integrations, and middleware components.
- Monitor production environments and respond to incidents, alerts, and service requests within defined SLAs.
- Perform initial triage, root cause analysis, troubleshooting, and resolution of integration issues.
- Coordinate with development, infrastructure, and business teams for issue resolution and escalations.
- Handle incident, problem, and change management activities using ServiceNow.
- Participate in on-call support rotations and manage critical production incidents.
Monitoring Troubleshooting
- Support deployment validation, smoke testing, and post-release monitoring activities.
- Document recurring issues, known errors, and operational procedures.
Service Management
- Manage tickets, incidents, service requests, and change records through ServiceNow.
- Ensure compliance with ITIL-based support processes and operational standards.
- Prepare support reports, incident summaries, and operational dashboards.
Continuous Improvement
- Identify opportunities for automation and operational efficiency improvements.
- Contribute to knowledge base articles, runbooks, and support documentation.
Required Skills Qualifications
- 4-6 years of overall IT experience with at least 3+ years of MuleSoft production support experience.
- Robust understanding of API-led connectivity and integration concepts.
- Experience with Anypoint Platform, Runtime Manager, API Manager, and CloudHub/on-prem deployments.
- Experience working with ServiceNow for incident, problem, change, and service request management.
- Good understanding of REST/SOAP APIs, XML, JSON, and web ser
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