Senior Support Analyst

Experience level: Mid-senior

Experience required: 8 Years 

Education level: Bachelor's degree 

Job function: Information Technology 

Industry: Information Technology and Services 

Total position: 1 Relocation 

assistance: No 

Visa sponsorship eligibility: No

Location: Charlotte, NC (100% On-site)

Only US CTZN or GC holders to apply.

Associates who are local to Charlotte are encouraged to apply as there might be in-person interview

Job Description:

• As a Senior Support Analyst (Integration), you will be responsible for managing and supporting custom API solutions, API Platform management, and solutions integration for the organization.
• This role requires technical expertise, problem-solving skills, communication abilities, and adaptability to fast-paced environments.

Qualifications:

• Bachelor's degree in computer science or other relevant engineering field.
• 5 – 8 plus years of relevant, hands-on experience as an Integration Engineer with 3 years of experience with developing or supporting Mulesoft API or other relevant technologies.
• Preferred experience in Mulesoft Anypoint Platform, including API management, data transformation, and flow design.
• Knowledge of associated technologies such as Java, XML, JSON, and REST APIs.
• Proven ability to conduct root cause analysis and troubleshoot complex integration issues effectively.
• Understanding of industry standard system architecture and system management tools.
• Experience in Agile/Scrum development cycle environments.
• Excellent communication and collaboration skills to work effectively with diverse teams.
• Preferred experience in building monitoring and alerting dashboards using tools such as Grafana, Dynatrace, Prometheus, Datadog, Splunk, etc. and other site reliability best practices concepts.

Roles & Responsibilities:

• Provide advanced technical support to resolve complex issues related to integrations, including diagnosing and troubleshooting system errors and performance issues.
• Work closely with developers to understand the root causes of issues and implement effective solutions.
• Manage integrations with other systems and tools to ensure seamless data flow and process automation.
• Provide expert support to end-users, troubleshoot issues, and resolve technical challenges promptly.
• Leads initiatives to monitor and improve the reliability, stability, and performance of the systems with focus on end user experience and availability. Proactively catch and remediate potential issues to avoid end user impact.
• Identify opportunities for process improvements and implement best practices to enhance the efficiency and effectiveness of the support team.
• Respond to major incidents and demonstrates the skills to identify and solve issues quickly to avoid financial losses. Participate in root cause analysis and identify process to remediate future outages by providing interim or permanent fix.
• Manage day to day incidents, including daily health checks, work closely with team and business partners to provide resolution and conduct follow ups. Escalates problems to appropriate teams as necessary.
• Assist with deployments and oversee the move-over process, ensuring minimal disruption to daily operations
• Develop and deliver knowledge documents and shares knowledge with the team.
• Provide 24x7 support and participate in on call rotation for critical production systems.