Support Analyst

As a Support Analyst (MuleSoft Specialist), you will be responsible for providing advanced technical support and troubleshooting for complex issues across various systems and applications. You will act as a point of escalation for critical incidents, ensuring timely resolution and minimal service disruption. Collaboration with cross-functional teams to diagnose, prioritize, and resolve system issues will be essential to ensure SLA adherence. Additionally, you will play a key role in continuously improving support processes by identifying trends, analyzing 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.,