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NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers, and application services. Our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.
MuleSoft Support Engineer
Location
India
Posted
21 days ago
Salary
0
Seniority
Mid Level
Job Description
MuleSoft Support Engineer
NTT DATA Services
Role Description We are seeking a skilled MuleSoft Production Support Engineer (L1/L2) with 4–6 years of experience in supporting and maintaining MuleSoft-based integration platforms in a production environment. The ideal candidate will be responsible for incident management, troubleshooting, monitoring, and ensuring the stability and availability of integration services. Experience with ServiceNow for ITSM processes is mandatory, while knowledge of Splunk for log analysis and monitoring will be considered an added advantage. Key Responsibilities - 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. - Monitor MuleSoft applications, APIs, and integration flows to ensure optimal performance and availability. - Analyze application logs, error reports, and system metrics to identify and resolve issues proactively. - Support deployment validation, smoke testing, and post-release monitoring activities. - Document recurring issues, known errors, and operational procedures. - 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. - Identify opportunities for automation and operational efficiency improvements. - Contribute to knowledge base articles, runbooks, and support documentation. - Collaborate with development teams to improve application stability and supportability. Qualifications - 4–6 years of overall IT experience with at least 3+ years of MuleSoft production support experience. - Hands-on experience supporting Mule 4 applications, APIs, and integration services. - Strong understanding of API-led connectivity and integration concepts. - Experience with Anypoint Platform, Runtime Manager, API Manager, and CloudHub/on-prem deployments. - Proficiency in troubleshooting MuleSoft applications, analyzing logs, and resolving production issues. - Experience working with ServiceNow for incident, problem, change, and service request management. - Good understanding of REST/SOAP APIs, XML, JSON, and web services. - Knowledge of Unix/Linux commands and basic scripting. - Familiarity with ITIL processes and production support best practices. - Strong analytical, problem-solving, and communication skills. Preferred Skills (Good to Have) - Experience with Splunk for log aggregation, monitoring, dashboard creation, and troubleshooting. - Knowledge of monitoring tools such as Dynatrace, AppDynamics, Grafana, or similar. - Understanding of CI/CD pipelines and deployment processes. - Experience supporting integrations across cloud and on-premise environments. - MuleSoft Developer or Platform certifications are a plus. Key Competencies - Incident Management - Production Monitoring - Root Cause Analysis (RCA) - ServiceNow Ticket Management - Stakeholder Communication - SLA Compliance - Problem Solving & Troubleshooting - Team Collaboration Education - Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field. Nice-to-Have Certifications - MuleSoft Certified Developer (MCD) - MuleSoft Certified Platform Architect (preferred but not mandatory) - ITIL Foundation Certification - Splunk Core User / Power User Certification The role requires flexibility to work in a 24x7 support model, including rotational shifts, weekends, and on-call support as required to ensure uninterrupted operation of business-critical MuleSoft integrations.
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