Sunil K

Summary: 2.7 years of Dedicated and experienced MuleSoft Support Engineer with a proven track record of providing exceptional technical support and expertise. Adept at troubleshooting, resolving issues, and ensuring the seamless operation of MuleSoft integration solutions. Possess strong communication skills and a customer-centric approach to problem-solving.

Key Responsibilities:

• Technical Support: Provide timely and effective support to MuleSoft customers, addressing technical issues and inquiries. Troubleshoot and resolve integration and connectivity issues within MuleSoft Anypoint Platform. Collaborate with cross-functional teams to escalate and resolve complex technical issues.
• As a MuleSoft Integration Production Support Engineer, I'm responsible for taking care of integration issues and integration errors.
• Managing ServiceNow tickets for user-reported issues and integration automation incidents.
• Customer Interaction: Communicate effectively with customers to understand and analyze their MuleSoft integration needs and challenges. Deliver clear and concise technical explanations to both technical and non-technical stakeholders.
• Documentation: Create and maintain detailed technical documentation, including troubleshooting guides, FAQs, and knowledge base articles. Document support cases, solutions, and best practices for future reference.
• Training and Guidance: Conduct training sessions for customers on MuleSoft products and features. Provide guidance and best practices to customers to optimize their use of MuleSoft solutions.
• Continuous Improvement: Stay up-to-date with the latest MuleSoft product releases, updates, and industry trends. Collaborate with product development teams to provide feedback on product improvements and enhancements.
• User Support: Providing support to end-users and other stakeholders.
• Offering guidance on best practices.
• Security Management :
• Ensuring the security of MuleSoft environments.
• Implementing and maintaining security policies.
• Backup and Recovery :
• Setting up regular backups of MuleSoft configurations and data.
• Planning and testing recovery procedures.
• Capacity Planning :
• Managing changes to the MuleSoft environment.
• Coordinating with development teams for new releases.
• Performance Tuning:
• Optimizing the performance of MuleSoft applications.
• Identifying and addressing bottlenecks.
• Patch and Upgrade Management:
• Applying patches and updates to MuleSoft software.
• Managing the upgrade process to newer versions.
• Performance Analytics:
• Collecting and analyzing performance metrics.
• Using analytics to make informed decisions about optimizations and improvements.
• Service Level Agreement (SLA) Management:
• Adhering to SLAs for incident response and resolution times.
• Regularly reviewing and refining SLAs based on performance and business needs.
• Feedback Loop with Development:
• Providing feedback to the development team based on recurring issues.
• Collaborating with developers to address root causes and implement long-term solutions.
• 24/7 Support:
• Depending on business requirements, providing around-the-clock support to ensure system availability.
• Dependency Management:
• Managing dependencies on external systems and APIs.
• Keeping track of changes in external systems that may impact MuleSoft integrations.
• Compliance and Auditing:
• Ensuring that MuleSoft implementations comply with industry regulations and organizational policies.
• Facilitating audits and providing necessary documentation.
• Disaster Recovery Planning:
• Developing and maintaining disaster recovery plans.
• Conducting periodic drills to test the effectiveness of recovery procedures.
• Regression Testing:
• Conducting regression tests after updates or changes to ensure that existing functionalities still work as expected.
• Continuous Improvement:
• Identifying areas for improvement in processes, monitoring, and system performance.
• Implementing continuous improvement initiatives to enhance the overall support process.
• Capacity Monitoring:
• Monitoring system capacity to ensure that resources are appropriately allocated.
• Planning for scalability based on usage trends.

Connector Expertise:

• Specialized in configuring and optimizing connectors, including JMS Queue/connector, File Adapter/connector, DB Adapter/connector, FTP Adapter/connector, Http Adapter/connector, Soap Adapter/connector, and Salesforce connector.

Monitoring and Maintenance:

• Actively engaged in the continuous monitoring of MuleSoft servers, employing monitoring tools to detect potential issues and performance bottlenecks. This involved tracking server health, resource utilization, and overall system performance.

Flow Development:

• Creating Mule flows to define the logic of integration processes.

Learning and Development:

• Engaged in continuous learning to enhance MuleSoft skills and stay updated on best practices and new features.

Skills and Qualifications:

• Solid understanding of MuleSoft Anypoint Platform and its components.
• Proficient in troubleshooting integration issues and providing effective solutions.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Experience with API development and management.
• Familiarity with cloud platforms and technologies.
• Knowledge of integration patterns and best practices.

Professional Experience:

2.7 years of work experience including specific achievements, projects, and outcomes related to MuleSoft support and integration.