Title: Production Support Engineer

Location: Pune/Hyderabad

Exp: 8+ Yrs

:

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.).
- Robust 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.

📌 Production Support Engineer (Rajiv Gandhi International Airport)
🏢 NR Consulting
📍 Rajiv Gandhi International Airport