Application Support engineerCapgemini Philippines Corp.

Job Description
Capgemini has been an approved MuleSoft integration partner since 2015. Our close collaboration has led to many joint successes. Together, MuleSoft and Capgemini deliver an on-premise, cloud and hybrid integration platform based on open-source API connectivity.
Let's talk about the team:
Our dedicated MuleSoft integration team partner with businesses to assist at any stage of the digital transformation journey. From conception to delivery, we have a proven track record of architecting and successfully delivering enterprise MuleSoft integration solutions at scale. Our delivery excellence is recognised, positioning us as the MuleSoft Partner of choice in the APAC region.
Within our MuleSoft team, we are continually driving customer value by leveraging the power of MuleSoft's Anypoint Platform, one of the world's leading digital integration platforms. Our focus areas are: Strategy and Architecture, Platform and Solution Design, Enterprise Integration and Delivery across the entire MuleSoft Platform and lifecycle.
Let's talk about the duties and responsibilities:
You will be provided free training and certification in MuleSoft ESB and work in teams to provide lead developer solutions to clients all over the world.
Design, develop, deploy and enhance Managed Services solutions used across holistic customer environment monitoring, application analytics and customer reporting to deliver a proactive and transparent service. Build Proof-of-Concept or Pilot solutions, demonstrating the benefits, then transition to operational solutions.
Own the technical outcomes for 1-5 Managed Services customers, which ensures our technical contractual commitments are achieved, e.g. Service Level Agreement for resolution times are met.
Own the Managed Services technical solutions for 1-5 Managed Services customers, ensuring the solutions are appropriate, eg Knowledge Management solutions. Where these solutions are lacking, the Senior Engineer will devise and implement improvements to ensure technical excellence is achieved for this customer.
Own and implement a maintenance and improvement backlog for 1-5 Managed Services customers, potentially refactoring solutions to deliver value for money by continually improving their existing solutions and the service we provide.
Own and run the monthly Managed Services meeting for 1-5 Managed Services customers via conference call, ensuring production of the monthly report prior to the meeting.
Troubleshoot and resolve via fix or workaround complex customer Incidents that require Senior Engineer assistance. Where these solutions are not yet defined in the Managed Services knowledgebase, identify effective fixes, deploy and document.
When required, assist in the execution of the Managed Services ITIL Framework, eg Incident, Problem Service Request and Change Management processes.
Where required, address alerts, manage tickets and incidents using Managed Services tools, to ensure ticket accuracy and completeness.
Where required, participate in Managed Services pre-sales task, providing technical capability consultation.
Lead the technical aspects of the Managed Services customer On-Boarding process, ensuring all technical pre go-live tasks are actioned.
Contribute to Managed Services policies, procedures and artefacts such as MS Runbook and/or Knowledge Base and implement best practice changes and/or enhancements.
Technical mentor to other Managed Services Engineers, providing guidance to build their MuleSoft technical knowledge, how to troubleshoot and resolve complex IT problems and show how to structure their workday to effectively manage their workload.
Continuous improvement - Automate solutions to remove manual effort, build tools to assist in troubleshooting and resolving complex issues in less time.
Document Root Cause Analysis for complex issues, ready for release to customer.
Willingness to be flexible in standard working hours possible 7am start of day to possible 7pm end of day
Let's talk about the required skills:
3+ years of overall IT experience with a bachelor's degree in CS or equivalent.
Exposure with OOP Concepts
Background with API or Webservices
Strong RDBMS / SQL or exposed to other messaging protocol (JMS, FTP, SMTP).
Used any version control system (e.g., TFS, SVN, CVS, Git, Mercurial) with configuration management, release and deployment experience.
Proven ability to diagnose and troubleshoot complex application problems and leverage tools and resources appropriately to identify solutions that may or may not be already documented.
Experienced in documenting Root Cause Analysis for complex problems.
Let's talk about the Nice-to-have skills:
Experience in middleware/ESB technologies (eg. MuleSoft ESB, JBOSS, webMethods, Tibco, IBM Websphere or Oracle SOA, etc)
Experience with various operating systems, networking and Infrastructure deployments (cloud and on-premise)
Experience in Managed Services or helpdesk support that directly interacts with the end customer.
Had 3+ years exposure to ITIL operations and environment. Knowledge of ITIL Frameworks: Incident, Problem Service Request and Change
Some experience in service desk tools and/or monitoring applications (i.e. ServiceNow, Remedy, Service Center, Zendesk, Freshdesk, SolarWinds).
Let's talk about what's in it for you!
Passionate people are Capgemini's Ace of Spades - join us to discover a career that will challenge, support, and inspire you. We offer free MuleSoft training courses and certifications, flexible work practices, and 40 hours of self-development every year with a huge selection of learning opportunities to choose from.
Working at Capgemini, you will work alongside some very smart and inspiring people on exciting projects, and you will also enjoy incredible benefits.
Come join us, bring your whole self to work, create new possibilities for you, your customers and your community and help us to be Architects of Positive Futures.