Production Support Engineer

Location - Pune/ Hyderabad

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. This role is pivotal in delivering L2/L3 support, leading incident resolution, and driving automation & process improvements.
The ideal candidate will combine strong technical knowledge in MFT technologies with leadership and communication skills, ensuring both operational excellence and stakeholder confidence.

Production Support

• Deliver L2/L3 support for MFT platforms (IBM Sterling Integrator/File Gateway, Sterling Secure Proxy, Connect:Direct etc).
• Monitor daily file transfer jobs, troubleshoot failures, and ensure timely completion of critical business processes.
• Perform health checks, certificate renewals, user provisioning, and connectivity troubleshooting (SFTP, FTPS, AS2, HTTPS, CD, etc.).
• Provide support as part of a 24x7 global support rotation.

Incident & Problem Management

• Lead incident investigation, diagnosis, and resolution for high-priority issues.
• Drive root cause analysis (RCA) and implement preventive actions to avoid recurrence.
• Engage and coordinate with infrastructure, middleware, and network teams for complex troubleshooting.
• Ensure SLAs are met for incident resolution and problem closure.
  Continuous Improvement & Collaboration
• Enhance system monitoring, alerting, and reporting to improve service reliability and reduce MTTR.
• Recommend and implement performance optimizations for high-volume and time-critical file transfers.
• Contribute to knowledge base, SOPs, and runbooks for consistent troubleshooting practices.
• Act as a bridge between business stakeholders and IT support teams, ensuring clear communication on service status.
• Partner with infrastructure, middleware, and application teams for cross-platform issue resolution.
• Represent MFT support in service review meetings, post-incident reviews, and audits.

Required Skills & Experience

• 8+ years of IT experience with at least 4+ years in production support for MFT platforms.
• Strong hands-on knowledge of one or more MFT tools: IBM Sterling File Gateway/SI, Connect:Direct, Sterling Secure Proxy etc.
• In-depth understanding of file transfer protocols (SFTP, FTPS, AS2, HTTPS, C:D, etc.).
• Strong Linux/Unix and Windows administration skills for troubleshooting.
• Experience with monitoring & logging tools (Splunk, AppDynamics, Thousand Eyes etc.).
• Solid knowledge of ITIL processes (Incident, Problem, Change, Release).
• Experience working in 24x7 production environments with global teams.

Soft Skills

• Strong decision-making, and crisis management abilities.
• Excellent communication and stakeholder management skills.
• Ability to thrive under pressure and manage multiple priorities.
• Mentorship mindset to support team development and knowledge sharing.
• Proactive, detail-oriented, and solution-driven approach.