Support Lead

5 days ago

Navi Mumbai, Maharashtra, India Coforge Full time

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

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