Lead Application Support Engineer (SRE)

Position Summary

Contributes specialized knowledge and skill in a discipline (e.g., Accounting, Finance, Human Resources, Information Technology, Operations Planning & Support, Sales & Marketing) area to support team and/or department business objectives.

About the role

Works under limited supervision, but within established guidelines, producing and analyzing more complex business information to assist in the decision-making process.

Responsibilities

• Provides day-to-day Operational Application support for the suite of MVW applications, with focus on health, uptime, monitoring, and reliability of services.
• Leads and manages incident triage in collaboration with other team members and cross-functional teams, in analyzing and identifying problems, conducting post-mortems, develop permanent remediation plans, implement monitoring & automation to prevent re-occurrence of incidents.
• Continually improves and matures telemetry framework and monitoring capabilities to accomplish end-to-end flow monitoring and implement proactive & actionable alerting.
• Responsible for operating, maintaining, and enhancing critical services in accordance with established Service Level Objectives (SLOs) by applying software engineering principles, including capacity management and continuous performance improvements.
• Minimizes manual involvement for the team by driving solutions in automation and implementing continuous improvements that create a more stable operating environment, including development and configuration for dynamic monitoring, alerting and recovery.
• Leads and contributes to migration of applications from On-Prem to Cloud solutions, with best practices and in collaboration with Application Development teams.
• Builds strong and productive relationships with the development teams, product teams, infrastructure teams, and engages with other stakeholders, with the purpose of continued platform improvements and in delivery of initiatives.
• Performs other duties as appropriate.

Specific Expected Contributions

• Troubleshoots and resolves issues related to MuleSoft applications to ensure optimal performance and availability.
• Implements and manages incident management processes to minimize downtime and impact on users.
• Proactively identifies and resolves potential problems to prevent recurring issues.
• Develops and maintains monitoring and alerting systems using APM tools such as AppDynamics, Dynatrace, or New Relic.
• Utilizes scripting languages such as Python or Bash to automate routine tasks and enhance efficiency.
• Analyzes performance data using Splunk or similar log analysis tools to gain insights into application performance and troubleshoot issues.
• Collaborates with cross-functional teams to drive continuous improvement in application reliability and performance.
• Conducts root cause analysis for complex production issues.
• Maintains and monitors changes to applications and their operating environment, create and maintain support documentation and procedures.

Candidate Profile

• Knowledge, experience, and leadership skills in a discipline (e.g., Accounting, Human Resources, Information Resources).
• Bachelor’s degree in information technology or related discipline or equivalent work experience.
• Preferred ITIL v3 or v4 Foundation Certification.
• MuleSoft related certifications.
• Experience in software development, 3+ experience in supporting applications built on modern application architecture and cloud infrastructure.
• Proficiency in MuleSoft AnyPoint Platform including configuring and managing APIs, integrations, and connectors.
• Strong understanding of HTTP, RESTful API design, and web services.
• Strong knowledge of APM tools such as AppDynamics, Dynatrace, or New Relic.
• Proficiency in scripting languages such as Python, Bash, or Perl.
• Experience with log analysis tools such as Splunk.
• Familiarity with CI/CD pipelines and experience using tools like Jenkins or Tekton for automating deployments.
• Experience with cloud platforms such as AWS/Azure and hybrid cloud application platform like Red Hat OpenShift.
• Understanding of databases and SQL queries for troubleshooting data-related issues.
• Strong problem-solving skills and the ability to work under pressure in a fast-paced environment.
• Understanding of security protocols and compliance requirements related to applications and integrations.
• Project Management Skills: Requirement Analysis, Planning and Execution, Communication, Customer Focus, Collaboration, Leadership, Adaptability, Continuous Learning, Problem-Solving, Attention to Detail.

Skills/Attributes

• Technical Familiar with the full software development lifecycle.
• Strong understanding of networking concepts including DNS, TCP/IP, load balancing, and firewalls.
• Experience with containers and orchestration tools like Docker and Kubernetes.
• Knowledge of databases and SQL queries for troubleshooting data-related issues.
• Strong problem-solving skills and the ability to work under pressure in a fast-paced environment.
• Understanding of security protocols and compliance requirements related to applications and integrations.
• Experience with cloud platforms such as AWS/Azure and hybrid cloud application platform like Red Hat OpenShift.
• Experience with CI/CD pipelines and experience using tools like Jenkins or Tekton for automating deployments.
• Experience with log analysis tools such as Splunk.
• Familiarity with APM tools such as AppDynamics, Dynatrace, or New Relic.
• Proficiency in scripting languages such as Python, Bash, or Perl.
• Experience with MuleSoft AnyPoint Platform including configuring and managing APIs, integrations, and connectors.
• Experience with MuleSoft, Java, Springboot, and Kafka.
• Experience with HTTP, RESTful API design, and web services.
• Experience with CI/CD pipelines and experience using tools like Jenkins or Tekton for automating deployments.
• Experience with log analysis tools such as Splunk.
• Experience with containers and orchestration tools like Docker and Kubernetes.
• Experience with cloud platforms such as AWS/Azure and hybrid cloud application platform like Red Hat OpenShift.
• Experience with databases and SQL queries for troubleshooting data-related issues.
• Experience with security protocols and compliance requirements related to applications and integrations.
• Experience with project management skills including requirement analysis, planning and execution, communication, customer focus, collaboration, leadership, adaptability, continuous learning, problem-solving, attention to detail.

Requirements

• College degree and/or relevant experience typically required.
• Experience in software development, 5-8 years of experience.
• Experience in supporting applications built on modern application architecture and cloud infrastructure.
• Proficiency in MuleSoft AnyPoint Platform including configuring and managing APIs, integrations, and connectors.
• Experience in designing and building integrations using MuleSoft, Java, Springboot and Kafka.
• Strong understanding of HTTP, RESTful API design, and web services.
• Strong knowledge of APM tools such as AppDynamics, Dynatrace, or New Relic.
• Proficiency in scripting languages such as Python, Bash, or Perl.
• Experience with log analysis tools such as Splunk.
• Familiarity with CI/CD pipelines and experience using tools like Jenkins or Tekton for automating deployments.
• Experience with cloud platforms such as AWS/Azure and hybrid cloud application platform like Red Hat OpenShift.
• Understanding of databases and SQL queries for troubleshooting data-related issues.
• Strong problem-solving skills and the ability to work under pressure in a fast-paced environment.
• Understanding of security protocols and compliance requirements related to applications and integrations.
• Experience with project management skills including requirement analysis, planning and execution, communication, customer focus, collaboration, leadership, adaptability, continuous learning, problem-solving, attention to detail.