Support Analyst

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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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