• Develop, maintain, and support MuleSoft Anypoint Platform integrations, focusing on cloud-to-on-prem hybrid flows (Salesforce to Oracle EBS) to resolve data sync issues, latency in service tickets/HR tools (Dayforce/GLINT), and coexistence challenges with legacy Oracle SOA.
• Troubleshoot and optimize approximately 200+ annual integration-related tickets, including product/price/account/PRM data files, addressing silos and fragmentation in financial close processes or supply chain exchanges (e.g., GHX/UPS/FedEx).
• Implement API management for seamless connectivity between Salesforce (Sales/Service/Revenue Clouds) and on-prem systems, reducing hybrid complexity and ensuring compliance with PHI data standards during spikes like acquisitions or demand forecasting.
• Collaborate on AIOps and automation initiatives to proactively monitor and automate integrations, targeting 10-15% cost reductions through process optimization and reducing manual interventions in high-latency scenarios.
• Adhere to ITIL/ITSM frameworks for incident resolution, SLAs (e.g., rapid response for P1 issues during US/EMEA business hours), and ISO 27001 controls, including secure supplier relationships and cryptographic protections for cloud data flows.
• Participate in QBRs to identify trends in med-tech integrations like geolocation with Google, commissions with Xactly, proposing value-add enhancements like AI-driven anomaly detection to strengthen client partnerships.
• Handle on-call support for critical incidents outside core hours, ensuring scalability for company changes (e.g., user drops or spikes) via demand management forecasting.

Success Metrics

• Achieve 95%+ SLA compliance for ticket resolution (e.g., resolving 90% of P2/P3 integration tickets within 8 hours), measured via ITSM tools.
• Reduce integration failure rates by 20% annually through proactive patching and automation, tracked in QBR reports against historical data.
• Contribute to 10% overall cost reductions in Y2/Y3 via AIOps implementations, with zero PHI-related incidents to maintain ISO 27001 certification.
• Maintain CSAT scores >4.5/5 from business stakeholders, with at least two unsolicited value-add insights per quarter (recommending AI anomaly detection for EDI flows).