Support Analyst

2 days ago

Navi Mumbai, Maharashtra, India Coforge Full time ₹ 5,00,000 - ₹ 12,00,000 per year

Support Analyst (MuleSoft Specialist)

  • Provide advanced technical support and troubleshooting for complex issues across various systems and applications.
  • Act as a point of escalation for critical incidents, ensuring timely resolution and minimal service disruption.
  • Collaborate with cross-functional teams to diagnose, prioritize, and resolve system issues, ensuring SLA adherence.
  • Continuously improve support processes by identifying trends, analysing 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.

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