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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.
Job Responsibility
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
Requirements
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
Nice 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