Senior MuleSoft Platform Operations Engineer

Context

This service covers Level 3 platform operations and support activities within an international, cross-functional technical environment. The service will contribute to the stability, availability, and continuous improvement of integration platform operations, with a strong focus on incident management, troubleshooting, automation, and operational excellence aligned with defined SLA frameworks.

Modality: Hybrid - 2x in person per week.

Location: Lisbon, Portugal

Missions

• Deliver daily operations support and maintenance activities
• Analyze and resolve incidents within defined SLA timelines
• Handle escalated tickets from L2 support teams
• Manage platform capacity and performance to ensure availability, scalability, and optimal resource utilization
• Perform troubleshooting using logs, monitoring tools, and system diagnostics
• Conduct initial Root Cause Analysis (RCA) and recommend corrective actions
• Support deployment, release, and production change activities
• Manage service requests and operational support activities
• Create and maintain operational documents, SOPs, and knowledge 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
• Deliver on-call or after-hours support when required
• Monitor and improve operational KPIs, service quality, and compliance with support processes and procedures
• Proactively identify risks, blockers, and improvement opportunities within the support environment
• Interface between internal and external providers within an international context

Service Deliverables

• Incident resolution reports within defined SLA timelines
• Root Cause Analysis (RCA) outputs and associated corrective action recommendations
• Automation scripts for repetitive operational tasks
• Operational documentation, SOPs, and knowledge articles
• Platform capacity and performance monitoring reports
• Continuous service improvement recommendations and associated implementation outputs
• Operational KPI tracking and service quality reports
• Expertise in transfer deliverables to support team operations

Required Expertise

Technical Expertise - Mandatory:

• 5 to 7 years of expertise in MuleSoft platform management (platform operations, not API development)
• Expertise in MuleSoft Omni Gateway (Flex Gateway)
• Terraform expertise
• GitHub expertise
• OpenShift expertise
• Authentication & Authorization mechanisms — API security standards and implementation (OAuth, OpenID)
• AWS — foundational level
• Azure — foundational level
• ITIL Process
• Argo CI/CD
• Stakeholder Engagement & Communication Expertise: (Technical information synthesis and communication, multicultural environment, workshop and stakeholder facilitation, influence management…)

Technical Expertise — Nice to Have:

• XML, XSD, WSDL, WS-*, Java, JSON
• Network fundamentals: Virtual IPs, firewalls, load balancers, etc.
• Certificate lifecycle management
• SOAPUI, Postman — user level
• Linux

Service Qualifications

• Degree in Computer Science or equivalent relevant field
• English environment — C1 level (Common European Framework of Reference for Languages)
• The service operates within professional cross-functional environments, including autonomous delivery when required
• The service is expected to operate in an international context, alongside internal and external providers
• Availability to deliver outside of standard operating hours on an occasional basis
• Availability for occasional short-term travel or temporary relocation to other countries

1. 5 to 7 years of expertise in MuleSoft platform management (platform operations, not API development)
2. Expertise in MuleSoft Omni Gateway (Flex Gateway)
3. Terraform expertise
4. GitHub expertise
5. OpenShift expertise
6. Authentication & Authorization mechanisms — API security standards and implementation (OAuth, OpenID)
7. AWS — foundational level
8. Azure — foundational level
9. ITIL Process
10. Argo CI/CD
11. Stakeholder Engagement & Communication Expertise: technical information synthesis and communication, multicultural environment, workshop and stakeholder facilitation, influence management
12. Degree in Computer Science or equivalent relevant field
13. English environment — C1 level (Common European Framework of Reference for Languages)
14. Availability to deliver outside of standard operating hours on an occasional basis
15. Availability for occasional short-term travel or temporary relocation to other countries