BAU Support Specialist – Integration Platform PO

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.

• 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
  

• 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
  

• 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
  

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

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

• 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)
  

• 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
  

• 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