ITHouse is looking for an API/Integration Platform Expert for a Level 3 operations and support role in an international, multidisciplinary technical environment.
The team contributes to the stability, availability, and continuous improvement of the integration platform, with a strong focus on incident management, troubleshooting, automation, and operational excellence, in accordance with defined SLAs.
Responsibilities
- Ensure daily support and maintenance activities for the platform
- Analyze and resolve incidents within the defined SLA timeframes
- Manage tickets escalated by the L2 support teams
- Manage platform capacity and performance, ensuring availability, scalability, and resource optimization
- Perform troubleshooting based on logs, monitoring tools, and system diagnostics
- Conduct initial root cause analyses (RCA) and recommend corrective actions
- Support deployment, release, and change activities in production
- Manage service requests and operational support activities
- Create and maintain operational documentation, SOPs, and knowledge base articles
- Identify recurring issues and drive continuous service improvement
- Develop and maintain automation scripts for repetitive operational tasks
- Support major incidents and service restoration activities
- Provide on-call or after-hours support as needed
- Monitor and improve operational KPIs, service quality, and compliance with support processes
- Proactively identify risks, bottlenecks, and opportunities for improvement
- Serve as a liaison between internal and external vendors in an international context
Deliverables
- Incident resolution reports within SLA deadlines
- RCA results and recommendations for corrective actions
- Automation scripts for repetitive operational tasks
- Operational documentation, SOPs, and knowledge base articles
- Platform capacity and performance monitoring reports
- Recommendations for continuous service improvement and results of their implementation
- Tracking of operational KPIs and service quality reports
- Knowledge transfer deliverables for support teams
Required Qualifications
- 5 to 7 years of experience managing the MuleSoft platform (platform operations, not API development)
- Experience with MuleSoft Omni Gateway (Flex Gateway)
- Terraform
- GitHub
- OpenShift
- Authentication & Authorization Mechanisms — API security standards and implementation (OAuth, OpenID)
- AWS — Basic Level
- Azure — Basic Level
- ITIL Processes
- Argo CI/CD
- Communication and Stakeholder Management Skills (summarizing and communicating technical information, multicultural environment, workshop facilitation, influence management)
Other Qualifications
- Bachelor’s degree in Computer Science or a related field
- English C1 (Common European Framework of Reference for Languages)
- Multidisciplinary work environment, with the ability to work independently when necessary
- International context, working in coordination with internal and external suppliers
- Occasional availability to work outside regular hours
- Willingness to undertake short-term business trips or temporary relocation to other countries
Join ITHouse and become part of a leading international service provider in integration platform operations.