Key Responsibilities
1. Platform Monitoring & Operational Support
- Monitor enterprise integration platforms including MuleSoft, GoAnywhere, EDBIC, ELK/Elastic.
- Proactively identify integration failures, performance issues, and data discrepancies.
- Support 24x7 operational coverage through shift-based rotations as required.
- Ensure timely incident acknowledgment, triage, and resolution within SLA.
2. Incident & Problem Management
- Handle L2 production incidents, perform impact analysis, and drive recovery.
- Participate in RCA and CAPA activities, documenting root causes and preventive actions.
- Coordinate with leads and cross-functional teams during major incidents and escalations.
3. Automation & Tooling
- Develop and enhance automation solutions for operational efficiency (e.g., alerting, ServiceNow ticket creation, health checks).
- Build and maintain monitoring dashboards (Elastic/Kibana) to improve visibility and proactive detection.
4. Deployment & Change Support
- Support deployments and post-deployment validation across integration platforms.
- Ensure adherence to Change Management (CRs, freeze windows, approvals).
- Assist with version upgrades, configuration changes, and platform maintenance activities.
5. Documentation & Knowledge Management
- Maintain clear runbooks, SOPs, and operational documentation.
- Participate in knowledge transfer sessions and support onboarding of new team members.
- Provide regular work summaries and updates for leadership visibility.
Roles & Accountability
Associate Software Engineer
- Own day-to-day operational tasks assigned during shift.
- Ensure process adherence for incident handling, monitoring, and escalation.
- Actively participate in continuous improvement and automation initiatives.