Support Lead
- Coforge
- 6 - 10 years
- Mumbai
- 5 months ago
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Job Description
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:
- Bachelors 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
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: After Sales Service & RepairRole: Appliance Installer / RepairmanEmployement Type: Full timeContact Details:
Company: CoforgeLocation(s): Mumbai
Keyskills: rest web services anypoint platform maven banking operations regulatory requirements technical support git people management skills esb mule esb kanban tibco ems mule enterprise service bus scrum json agile raml api aws tibco business soap agile methodology anypoint studio
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