Mulesoft Production Support

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Job Description

• Analyze Mulesoft incidents and problems to issues that cannot be addressed by Level 1 support
• Resolve incidents and problems by workarounds if available and if root cause cannot be identified
• Provide solutions to incidents and problems
• Provide L2 analysis for cases to be escalated to L3 if root cause cannot be provided by L2
• Provide trend analysis -incidents and create problems tickets for recurring issue in alignment with L1
• Proposes and implement processes and solution improvement and automation if applicable
• Attending to business escalations
• Provide RCA for major incidents (P1 and P2) if root cause is identifiable by L2
• Provide risk assessment for any service or system or application handed over to operations based on entry acceptance criteria
• Attending Knowledge transfer sessions for new services and solutions
• Ensure the best possible performance, quality, and responsiveness of the solutions. Identify bottlenecks and bugs, and devise solutions to these problems
• Enrich the knowledge of L1 support by mentoring and coaching them
• Participate in governance meeting and provide status report about the applications issues and improvements
  
  

Job Description - Grade Specific

Skills (competencies)

Mulesoft

Incident Management

Risk Assessment

Risk Mitigation

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fuelled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.