Lead Mulesoft Application Support Engineer

Job Description :-

Roles and Responsibilities:
• Life Insurance Domain Experience at least 3 years Preferably managed few Insurance Application support projects .
• 10 15 years of overall support experience and at least 5 years managing production support teams of mission critical IT application ITIL certification
• Incident Management: Monitor and address system issues, diagnose root causes, and resolve incidents efficiently to minimize downtime. Work with end-users to understand problems and provide prompt support.
• Problem Management: Conduct root cause analysis on recurring issues and implement long-term solutions to reduce repeated incidents.
• Change Management: Implement application updates, patches, and upgrades with minimal disruption to the end-users, adhering to change management processes.
• Performance Monitoring and Optimization: Use monitoring tools to track application performance, identifying and resolving bottlenecks to optimize system efficiency.
• Documentation and Reporting: Maintain detailed documentation of application configurations, processes, and support incidents. Generate regular reports on system health, incident trends, and SLA adherence.
• Collaboration with Development Teams: Work closely with development teams to support new releases, testing, and deployment activities, ensuring smooth integration with production systems. User Support and Training: Act as a point of contact for end-users, providing assistance and troubleshooting guidance.
• Conduct user training sessions and create documentation as needed.

Required Skills:
• Strong understanding of application support methodologies and best practices. Proficiency in troubleshooting and root cause analysis. Knowledge of ITIL practices, especially in incident, problem, and change management.
• Ability to write clear, concise documentation and reports.
• Strong communication and collaboration skills to work effectively with cross-functional teams and stakeholders