Job Description

API Production Support
(Several Openings. 24x7 Production Support Team)


Location: REMOTE
Pay Rate: Open to W2 and C2C options
Position Type: Multiyear Contract



Requirements

• 24x7, Level 2 API support and incident response service team
• Expertise in MuleSoft API troubleshooting and support
• Experience using monitoring tools for API management like Azure Monitor, Splunk and Dynatrace
• Familiarity with ServiceNow tools for incident tracking and documentation
• Ability to use enterprise runbooks and wiki documentation for issue resolution
• Ability to collaborate with multiple internal and external stakeholders, including the Tier 3 team and Support Lead
• Preferably a Java background to understand stack traces, logs in order to pinpoint root cause
• Experience with SOAP/REST APIs with Spring Boot and Java microservices
• Experience with MuleSoft AnyPoint Platform including Exchange and monitoring
• Use Azure, Splunk and Dynatrace-based dashboards for monitoring and resolution
• Conduct root cause analysis, escalate issues to internal Tier 3 team as necessary, and engage multiple vendors for resolution when required
• Use enterprise runbooks, wiki documentation, and collaboration with the Tier 3 team or Support Lead
• Provide 24x7 on-call support as a primary or secondary contact (rotation basis)
• Serve as API support on least one major incident call per day, averaging 2 hours
• API-related incidents through ServiceNow and based on Moogsoft tickets
• Troubleshoot and resolve issues within L2 incident criteria
• Ensure timely response and resolution of API-related incidents per agreed SLAs
• Perform initial triage, log analysis, and impact assessment
• Ensure monitoring and alerts are accurate, current, and functional
• Utilize enterprise runbooks and wiki documentation for troubleshooting and resolution
• Participate in Problem and Knowledge Management process as requested
• Observability support for incident management to proactively identify, diagnose and resolve issues
• Conduct detailed RCA (Root Cause Analysis) for recurring or high-impact incidents
• Provide RCA reports with contributing factors, corrective actions, and long-term recommendations
• Work with internal teams to implement preventative measures
• Collaborate with the Tier 3 team or support lead when necessary to resolve complex issues
• Maintain documentation of escalations, including logs, timestamps and resolution progress
• After RCA, determine and contact relevant vendors required for issue resolution
• Provide necessary logs, issue descriptions, and troubleshooting details to vendors

Track vendor resolution progress, coordinate efforts, and update stakeholders Crital, No n-Critical

Ref: #850-Rockville (ALTA IT)

Job Tags

Contract work, Remote job,

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