WE’RE HIRING: BAU SUPPORT SPECIALIST – INTEGRATION PLATFORMS (webMethods / MuleSoft / AWS)

Excis is a global IT services leader, driven by innovation, collaboration, and a commitment to delivering secure and resilient technology solutions.

We are seeking a proactive and detail-oriented
BAU Support Specialist – Integration Platforms
to ensure the operational stability, availability, and performance of enterprise integration services across MuleSoft, webMethods, and AWS-based platforms.

This role is responsible for ensuring the smooth day-to-day operation of enterprise integration platforms and critical interfaces, with a strong focus on MuleSoft and AWS services.

You will focus on rapid incident triage, service restoration, proactive monitoring, and continuous improvement through structured RCA, automation, and enhanced runbook maturity.

Incident & Problem Management (BAU)

• 
  Monitor, triage, and resolve BAU incidents across webMethods, MuleSoft, and AWS platforms using ITSM tools (e.g., ServiceNow)
• 
  Restore service for integration failures, platform outages, batch/job failures, and data sync issues
• 
  Manage end-to-end incident communications including updates, ETAs, and closure notes

Operational Monitoring & Control

• 
  Perform daily health checks across MuleSoft and AWS integration services (API Gateway, Lambda, EventBridge, queues, etc.)
• 
  Monitor logs, metrics, alerts, and dashboards (CloudWatch and MuleSoft monitoring tools)
• 
  Execute approved retries, restarts, and reprocessing activities
• 
  Validate end-to-end data flows and post-recovery reconciliation

Root Cause Analysis & Continuous Improvement

• 
  Deliver structured RCAs for recurring/high-impact incidents
• 
  Improve monitoring coverage, alerting, retry logic, and runbooks
• 
  Drive automation and reduce manual BAU effort through tooling and observability enhancements

Access & Environment Support

• 
  Support access requests and role mappings with least-privilege principles
• 
  Coordinate with infrastructure and security teams on IAM, certificates, and credentials

Stakeholder & Vendor Coordination

• 
  Collaborate with application teams, infrastructure, and vendors for escalations and fixes
• 
  Participate in CAB and change management processes to ensure BAU stability

AI & Productivity Tools (Advantageous)

• 
  Use of AI tools for log analysis and incident triage acceleration
• 
  Supporting RCA drafting and operational documentation
• 
  Assisting in runbook creation and continuous knowledge base improvement
• 
  Improving automation and operational workflows using AI-assisted tools

• 
  8x5 BAU support model
• 
  Participation in P1 on-call rota
• 
  Extended coverage during critical business periods (e.g., month-end)

Key Incident Types Supported

• 
  Integration process failures
• 
  Platform and cloud service outages
• 
  Batch and scheduled job failures
• 
  Data transfer and synchronization issues
• 
  Access, authentication, and configuration issues
• 
  Service requests and operational support tasks

Technical Skills & Experience Required

• 
  2–3+ years of experience in BAU or production support roles (integration/middleware environment)
• 
  Hands-on experience with
  MuleSoft
  (API-led connectivity, monitoring, retries, log tracing)
• 
  Experience with
  AWS integration services
  :
  • 
    API Gateway (availability, throttling, errors)
  • 
    Lambda (timeouts, concurrency, execution failures)
  • 
    EventBridge (event delivery, rule failures)
  • 
    Glue (job execution, triggers, IAM issues)
• 
  Strong experience with
  AWS CloudWatch
  (logs, metrics, alarms, troubleshooting)
• 
  Experience with
  webMethods or similar middleware platforms
• 
  Understanding of
  event-driven architecture and integration patterns
• 
  Strong
  incident triage and log analysis skills
• 
  SQL knowledge for validation and reconciliation checks
• 
  Familiarity with
  ITIL processes
  (Incident, Problem, Change Management)
• 
  Scripting (Python or Bash) desirable for automation and diagnostics

Why Join Us?

At Excis, your work has a direct impact. You’ll be part of a dynamic and hands-on team where your technical expertise drives user satisfaction and operational success.

We offer:

• 
  A collaborative and supportive work environment
• 
  Opportunities for continuous learning and career growth
• 
  Exposure to diverse technologies and global clients