Support Lead

Job Description:

We are seeking a highly skilled and motivated Senior Support Lead to join our dynamic team. The ideal candidate will possess extensive experience in MuleSoft, banking, and Agile methodologies, combined with a proven track record of providing exceptional support and leadership in a fast-paced environment.

Key Responsibilities:

• Lead and mentor a team of support analysts, ensuring timely and effective resolution of client issues related to MuleSoft integration and banking applications.
• Act as the primary point of contact for escalated support issues, collaborating with cross-functional teams to drive solutions.
• Oversee the implementation of Agile methodologies within the support team, facilitating Scrum meetings and ensuring adherence to best practices.
• Develop and maintain documentation of support processes, workflows, and standard operating procedures.
• Analyze support metrics and service level agreements (SLAs) to track performance, identify areas for improvement, and execute corrective actions as needed.
• Work closely with product and development teams to understand new features and enhancements, ensuring support readiness and effective communication to users.
• Provide technical expertise in MuleSoft, assisting clients in navigating integration challenges and optimizing usage.
• Stay current with industry trends and regulatory requirements within the banking sector to better inform support strategies.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, Finance, or a related field.
• Minimum of 7 years of experience in a technical support role, with at least 3 years in a leadership or senior capacity.
• Strong expertise in MuleSoft (certifications preferred) and its integration capabilities.
• Solid understanding of banking operations, regulatory requirements, and industry best practices.
• Proven experience working in an Agile environment, with practical knowledge of Scrum and Kanban methodologies.
• Excellent problem-solving skills with a keen attention to detail and a customer-centric