Mulesoft Architect

Mulesoft JD

Integrations resource with 12+ years of Middleware Integration Experience, 8+ years in Mulesoft.

Ensure adherence to integration best practices and security standards

Implement Enhancements and minor changes without altering core architecture

Provide technical leadership during escalations or complex issue triaging

Tickets are triaged based on severity (P1–P4), with P1 and P2 requiring immediate attention and often 24x7 .

Investigating and resolving issues across L1–L4 support levels

Ensuring complete and accurate information is gathered from end users to expedite resolution

Performing root cause analysis (RCA) for recurring or critical issues and recommending preventive actions

Architects must ensure resolution within agreed SLAs and escalate to SMEs or project leads when needed

Work closely platform administrators to resolve infrastructure or integration-related issues

Deployment of integrations on various environments (Manual / CI / CD)

Communicate resolution steps clearly to stakeholders

Participate in initiatives to reduce ticket volume and improve first-time resolution rates

Attach KB articles to resolved tickets to improve future resolution efficiency

Contribute to runbooks and support documentation to standardize ticket handling processes

Monitor ticket queues to ensure balanced workload distribution

Track metrics like MTTR (Mean Time to Resolution), ticket aging, and breach rates to identify improvement areas

Ready to work in shift ( 3AM EST to 11AM EST)