Job Description

• Provide L2 operational support for managed file transfer platforms such as Axway SecureTransport (AXST), Connect:Direct/NDM, Secure Proxy, or similar tools (training provided).
• Review and respond to L1 monitoring alerts and ServiceNow incidents within defined SLA timelines.
• Execute runbook-driven tasks such as service restarts, workflow checks, certificate renewals, and production request validations.
• Assist in incident triage, initial troubleshooting, and escalation to ensure platform stability.
• Support platform health monitoring, performance checks, and proactive identification of potential issues.
• Maintain and update runbooks, documentation, and process steps to ensure operational accuracy.
• Participate in daily operations calls and collaborate with cross-functional teams to support platform stability and service delivery.
• Follow change management standards, including executing approved ServiceNow Changes, CTASKs, and SCTASKs.
• Contribute to ongoing operational improvements and help reduce manual effort through standardization.

• Ability to interact with all levels of an organization, including leadership.
• Strong verbal, written, and interpersonal communication skills.
• 2+ years of Technology Infrastructure Engineering and Solutions experience, or equivalent.
• 1+ years of strong technical troubleshooting skills.
• 1+ years working knowledge of application monitoring tools such as Splunk, AppDynamics, Grafana, or Prometheus.
• 1+ years of root cause analysis of problem issues.

• 6+ months of experience working with HSH, and SHS protocols, including validating secure connections.
• Experience with reviewing certificates or supporting encrypted data transfer workflows.
• Exposure to managed file transfer tools such as Axway SecureTransport, Connect:Direct/NDM, or SFTP platforms.
• Foundational understanding of networking concepts, including SFTP/FTP basics, TCP/IP, port testing, and certificates.
• Experience communicating technical issues clearly through support interactions, group projects, or ticket documentation.
• Ability to produce clear written documentation such as incident summaries, operational notes, or procedural updates.
• Bachelor's degree in computer science or related field preferred but not required.

Job Tags

Similar Jobs