Roles & Responsibilities:

- Provide L2 support for Globalscape SFTP/MFT platforms, handling incidents, requests, and problem tickets.

- Monitor SFTP services to ensure availability, performance, and SLA compliance.

- Troubleshoot and resolve issues related to file transfers, connectivity, and user access.

- Perform user provisioning, key management, and access control administration.

- Coordinate with L3/engineering teams for escalations, root cause analysis, and major incidents.

- Ensure adherence to security policies and compliance requirements (encryption, authentication, audit logs).

- Create and maintain operational documentation, runbooks, and SOPs.

- Support patching, upgrades, and configuration changes in SFTP/MFT environments.

- Assist in onboarding new partners/clients and configuring file transfer workflows.

- Participate in change management processes to ensure secure and controlled implementation.