support analyst

Support Analyst (MuleSoft Specialist)

• Provide advanced technical support and troubleshooting for complex issues across various systems and applications.
• Act as a point of escalation for critical incidents, ensuring timely resolution and minimal service disruption.
• Collaborate with cross-functional teams to diagnose, prioritize, and resolve system issues, ensuring SLA adherence.
• Continuously improve support processes by identifying trends, analysing incidents, and recommending process or system enhancements.

Key Responsibilities:

• Provide tier 2 support for MuleSoft integration solutions, troubleshooting issues and ensuring timely resolution.
• Collaborate with development teams to enhance and optimize MuleSoft applications and services. - Document and maintain support processes, including troubleshooting guides and FAQs.
• Actively participate in agile ceremonies (sprints, stand-ups, retrospectives) and contribute to continuous improvement initiatives.
• Analyze and understand banking domain processes and requirements to provide effective support. - Communicate effectively with business users to gather requirements and facilitate issue resolutions.
• Assist in the testing and validation of new integration features and functionalities.
• Identify opportunities for process improvements and propose solutions to enhance efficiency.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 3+ years of experience in a support analyst role, preferably within the banking or financial services sector.
• Strong knowledge of MuleSoft, including Anypoint Platform, API management, and integration best practices.
• Familiarity with agile methodologies and practices (e.g., Scrum, Kanban).
• Excellent problem-solving skills and the ability to think critically under pressure.
• Strong communication skills, both verbal and written, with the ability to interact with technical and non-technical stakeholders.
• Experience in using ticketing systems and monitoring tools for issue tracking.
• Knowledge of banking regulations and compliance standards is a plus.