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Managed Support Consultant

Keywords / Skills : ITIL operations, service desk, monitoring, Java, Spring, application support

3 - 8 years
Posted: 2019-09-03

Job Description
This role is responsible for providing support to innovative solutions based on the cutting-edge MuleSoft Platform. This function has simple to broad knowledge of the business functions to resolve low, medium, high, critical, and strategic business MuleSoft Platform challenges. The team member is responsible for adherence to Service Level Agreements for managed support services as defined by WSL Managed Support. This role will also be the escalation channel of Managed Support Team, WhiteSky Labs internal teams, and business support partners. The role will be part of the Managed Support core team; guidance and support to junior team members is a must. You will provide managed support and maintenance to multiple clients all over the world.


Duties and Responsibilities
  • Work with Managed Support that follows the directed core service component of ITIL Framework (Incident, Problem Service Request and Change)
  • Work with other teams to provide managed support and maintenance to multiple clients all over the world
  • Act as a first-line ticket point, incidents and request with clients, business support and/or WhiteSky Labs consultants using necessary tools such as Freshdesk to capture the vital details to fulfill the support resolution
  • Properly hand over the complete status of open and in-progress incidents/tickets to the next shift or to the next level support
  • Identify and diagnose simple to complex issues and work on resolution that is not yet defined in the managed support knowledgebase and identify effective fixes and patches
  • Triage with multiple clients, business support and/or Mule consultants requests using service desk software
  • Provide guidance to junior managed support consultants and other resources to ensure quality and timely support
  • Involvement on managed support pre-sales task or role activities which includes managed support client In-transition, onboarding of clients and Managed Support Team members.
  • Managing escalated tickets from Managed Support Level 1 and Level 2, ticketed query system, and ensuring a comprehensive database of queries and resolutions is kept up to date
  • Reviewing and validating technical documents and procedures on the manage support knowledgebase
  • Provide timely status updates to managed support leadership and highlight problems early
  • Be proactive, take accountability and ownership of assigned tasks to meet commitments to clients on time and of quality
  • Contribute to our Intellectual Property, Managed Support & Process Improvement
  • Demonstrate leadership and teamwork by proactively assisting other team members across managed services, sharing knowledge and contributing to team meetings and events
  • Proactively identify opportunities for improvement across our methodologies and internal processes/operations
  • Ability to develop and contribute Managed Support policies and procedures such as MS Runbook, and documentation of best practices and enhancements
  • Work independently with the given set of tier level support requirements and ability to translate them into the support process and produce easy to read and understandable documentation
  • Willingness to be flexible in working hours and location based on our customer’s needs

Required Skills
  • 6+ years of overall IT experience with a bachelor’s degree in CS or equivalent
  • 3+ years exposure to ITIL operations and environment
  • Experience in managed services or helpdesk support that directly interacts with the end customer
  • Knowledge of basic to complex support related ITIL Frameworks: Incident, Problem Service Request and Change
  • Experience in service desk tools and/or monitoring applications (i.e. ServiceNow, Remedy, Service Center, Zendesk, Freshdesk, SolarWinds)
  • Root Cause Analysis and Problem Management
  • Application Support and IT operations skills
  • 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
  • Strong Java background and understanding of integration principles
  • Have intermediate to advanced experience Java EE framework (i.e. Spring), preferably backend type
  • Ability to manage multiple conflicting deadlines and competing priorities.
  • Ability to build and maintain strong relationships within the team and throughout the WhiteSky Labs Team
Preferred Skills
  • Experience in a consulting services company
  • Passionate about technology
  • Ability to adapt to a rapidly changing environment
  • Excellent communication skills
  • Can handle escalations and medium to complex incidents
  • Can do automation or process improvement of support flows or daily routines
  • Have intermediate to advanced experience in supporting middleware/ESB technologies as Level 1 (i.e. MuleSoft Platform, JBoss, DellBoomi, Workato, Enterprise Data Warehouse, webMethods, Tibco, IBM Websphere or Oracle SOA, etc.)
Character Traits

  • Proactive & outcome focused
  • User centric mindset
  • Leadership capability
  • Team player
  • In search of excellence
  • Shows integrity and respect
  • Resourcefulness
  • Transparent, Open & Honest 


About Company

★ 2019 MuleSoft APAC Practice Delivery Partner of the Year
★ 2018 MuleSoft APAC Solution Delivery Partner of the Year
★ 2017 MuleSoft APAC Services Delivery Partner of the Year

We are a Premier Partner specialised in connecting apps, data and devices using MuleSoft’s Anypoint Platform, the world’s leading integration platform for SOA, SaaS, and APIs.

We offer MuleSoft Licensing, MuleSoft Consulting Services and MuleSoft Managed Support to help companies succeed by:
✔ Creating new revenue channels by exposing existing data
✔ Migrating the best of breed SaaS apps for faster time to market
✔ Modernising legacy infrastructure to drive more business agility

With a dedicated MuleSoft Centre of Excellence in Manila, Philippines, we have an extensive Mule ESB 3.x and 4.x experience and a growing number of successful Mule ESB implementations across Australia, New Zealand and Singapore.

Who we are looking for?

We are seeking the best, brightest and most ambitious talent to join us in our global growth journey. You’ll work for clients all over the world and enjoy the benefits of our deep relationship with MuleSoft product development. As a valued member of the global MuleSoft community, you get the chance to build your personal brand, by contributing to a global developer and user community.

Why join us?

WhiteSky Labs strategic partnership and deep relationship with MuleSoft, a top IPO company from Silicon Valley, offers you unrivaled access and insight into the product. The digital revolution encompassing cloud, mobility, collaboration, personalisation, and analytics is the future of the IT industry and we are at the cutting-edge of enabling this through cloud and digital integration.

Professional Development is critical to our brand promise of "Thought Leadership, Expertise & Innovation". Being a global company you will work with companies all around the world with the opportunity to travel. At WhiteSky Labs you can make a difference, help shape the future of the organisation and contribute to our success.
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