Technical Production Support Analyst

Job: Technical Production Support Analyst 
Location: Remote
Time zone (if applicable): EST preferred
Project Start:  ASAP                                                
Project Duration:  6 months contract to hire

Project description:  
Monitor MuleSoft applications and integrations to ensure continuous availability and optimal performance
Troubleshoot and resolve non-technical issues related to MuleSoft applications promptly, engaging with developers for technical assistance as needed to minimize business disruption

Special Skills/Certs: Strong experience in application support 4+ years, MuleSoft (knowledge with applications does not have to be expert as there are team members that cover most of the Mulesoft expertise but some experience), scripting languages, API management. Experience working with financial applications would be major plus but not required.

Job Description
We are seeking a dedicated Technical Production Support Analyst to maintain the smooth operation of our critical business applications and financial systems. This position is full-time, long-term contract opportunity that is fully remote.
This position does not offer employment sponsorship. All candidates must be eligible to work without need for sponsorship by employer.

What You’ll Do
Monitor MuleSoft applications and integrations to ensure continuous availability and optimal performance
Troubleshoot and resolve non-technical issues related to MuleSoft applications promptly, engaging with developers for technical assistance as needed to minimize business disruptions
Collaborate with development teams to test and implement bug fixes and enhancements to MuleSoft integrations
Perform root cause analysis for recurring issues and implement long-term solutions
Ensure compliance with organizational policies and standards for integration processes
Maintain documentation for support procedures and integration workflows
Provide 24x7 on-call support as part of a rotating schedule
Communicate and escalate application-related problems and issues to key stakeholders, including management, development teams, end users, and unit leaders
Provide production support for existing financial systems and applications
Perform unit and regression testing to ensure systems are functioning as intended
Maintain logs to keep track of production support related priorities.
Ensure quality standards are maintained, including proper version control
Perform end-to-end change request/change management processes, ensuring all changes are documented, approved, and implemented without impacting business continuity
Manage production release cycles including planning, scheduling, coordination, and stakeholder communication
Exhibit strong communication skills to work with internal and external teams, vendors, and stakeholders
Perform with a positive attitude and foster a culture of learning and improvement
Assess customer/employee IT knowledge levels and deal with difficult callers effectively

What You’ll Need

Required:
Bachelor's or Associate's Degree in Information Technology or related field, or equivalent experience
3-5 years of experience in application or production support.
Familiarity with banking operations and regulations to ensure compliance
Understanding of financial data and its implications
Strong understanding of MuleSoft architecture and components, including Anypoint Platform
Experience with API management and integration design patterns
Proficiency in troubleshooting and resolving integration issues
Understanding of data warehousing concepts and architecture
Experience in ETL tools like Discovery Hub, Informatica, etc.
Experience with web technologies like IIS, Apache Tomcat, HTML, CSS, JavaScript, and server-side languages such as Java and .NET
Experience with Unix/Linux command line, SQL Server, and Windows Server environments
Exposure to scripting languages (e.g., Windows batch, Unix shell, PowerShell)
Knowledge of database technologies such as MS SQL/Oracle PL/SQL and ETL tools
Experience with scheduling tools like Cybermation, Autosys, etc.
Experience in troubleshooting and resolving issues related to ETL processes
Familiarity with Ticketing tools like Service Now and understanding of ITIL
Experience in managing projects or familiarity with project management methodologies
Proficiency in change management practices and processes
Background in quality assurance or testing methodologies
Strong skills in technical writing for creating comprehensive documentation
Ability to manage customer relationships and handle difficult callers effectively
Understanding of security protocols and practices, particularly in banking operations
Willingness to learn and adapt to new technologies and systems
Willingness to work some nights and weekends on an as-needed basis