Job Title : Lead Administrator - Production Support Engineer (MFT)

Experience Required : 8+ Years (Alternative: 5-8 Years based on tool mandatory requirements)

Location : Pune / Hyderabad, Maharashtra, India

Salary/Rate Range : best in the Industry

Key Mandatory Skills : IBM HTTP Server, IBM Sterling Integrator, Managed File Transfer (MFT)

Role Overview :

We are seeking a Production Support Engineer (24x7 Shift Coverage) with deep expertise in Managed File Transfer (MFT) platforms to ensure the stability, performance, and resilience of critical enterprise file transfer services. Positioned within the CTO, Enterprise Infrastructure, and Digital Business Automation tower, this contract role is pivotal in delivering L2/L3 support, leading incident resolution, and driving automation & process improvements. The ideal candidate combines strong technical knowledge in MFT technologies with excellent leadership and communication skills to maintain stakeholder confidence.

Key Responsibilities :

1. Production Support & Operations :

- Deliver robust L2/L3 support for MFT platforms (IBM Sterling Integrator/File Gateway, Sterling Secure Proxy, Connect:Direct).

- Monitor daily file transfer jobs, troubleshoot complex failures, and ensure timely completion of critical business processes.

- Perform platform health checks, digital certificate renewals, user provisioning, and end-to-end connectivity troubleshooting (SFTP, FTPS, AS2, HTTPS, CD).

- Provide coverage as part of a 24x7 global shift rotation and infrastructure support model.

2. Incident & Problem Management :

- Lead incident investigations, deep-dive diagnosis, and rapid resolution for high-priority service issues.

- Drive Root Cause Analysis (RCA) and implement proactive preventive actions to minimize future recurrence.

- Coordinate with global cross-functional infrastructure, middleware, and network teams for complex troubleshooting.

- Strictly adhere to operational SLAs for incident resolution, problem closure, and authorized change windows.

3. Continuous Improvement & Stakeholder Collaboration :

- Enhance automated monitoring, alerting, and reporting tools to optimize system reliability and reduce MTTR.

- Recommend and execute performance optimizations for high-volume, time-critical file transfers.

- Develop and contribute to the internal knowledge base, standard operating procedures (SOPs), and operational runbooks.

- Act as the core bridge between business stakeholders and IT support teams, providing transparent communication during high-pressure scenarios.

Required Skills & Experience :

- Total Experience: 8+ years of core IT experience with a minimum of 4+ years dedicated to MFT platform production support.

- MFT Expertise: Deep hands-on knowledge of IBM Sterling File Gateway/SI, Connect:Direct, or Sterling Secure Proxy.

- Mandatory Technical Skills: IBM HTTP Server.

- Protocols: In-depth understanding of enterprise transfer protocols (SFTP, FTPS, AS2, HTTPS, C:D).

- OS Administration: Strong Linux/Unix and Windows server administration skills tailored for technical troubleshooting.

- Monitoring Tools: Experience using enterprise logging and APM tools (e.g., Splunk, AppDynamics, ThousandEyes).

- Frameworks: Solid operational knowledge of standard ITIL processes (Incident, Problem, Change, and Release Management).