Mulesoft Architect

Mulesoft JD

• Integrations resource with 12+ years of Middleware Integration Experience, 8+ years in Mulesoft.
• Ensure adherence to integration best practices and security standards
• Implement Enhancements and minor changes without altering core architecture
• Provide technical leadership during escalations or complex issue triaging
• Tickets are triaged based on severity (P1–P4), with P1 and P2 requiring immediate attention and often 24x7 .
• Investigating and resolving issues across L1–L4 support levels
• Ensuring complete and accurate information is gathered from end users to expedite resolution
• Performing root cause analysis (RCA) for recurring or critical issues and recommending preventive actions
• Architects must ensure resolution within agreed SLAs and escalate to SMEs or project leads when needed
• Work closely platform administrators to resolve infrastructure or integration-related issues
• Deployment of integrations on various environments (Manual / CI/CD)
• Communicate resolution steps clearly to stakeholders
• Participate in initiatives to reduce ticket volume and improve first-time resolution rates
• Attach KB articles to resolved tickets to improve future resolution efficiency
• Contribute to runbooks and support documentation to standardize ticket handling processes
• Monitor ticket queues to ensure balanced workload distribution
• Track metrics like MTTR (Mean Time to Resolution), ticket aging, and breach rates to identify improvement areas

Ready to work in shift ( 3AM EST to 11AM EST)