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MuleSoft Production Support Engineer (L1/L2 Support)

India, Bangalore · Job Posted July 04, 2026
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Job 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.

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
  • MuleSoft Developer or Platform certifications

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