Middleware support

Production Support & Incident Management (L2)

• Provide L2 support for production incidents related to MuleSoft

integrations and SailPoint identity workflows.

• Analyze incidents, perform root cause analysis for recurring

issues, and work with L3 or engineering teams when required.

• Ensure incidents and problems are handled in line with defined

SLAs and ITIL processes.

• Monitor middleware platforms to track API performance and

system health.

• Identify performance degradation, integration failures, or access

issues and take corrective actions.

• Perform routine operational tasks such as application restarts,

middleware runtime patching, and deployment support.

• Assist with CI/CD pipeline activities under established change

processes. .

• Maintain operational documentation, troubleshooting guides, and

known error records.