Job highlights

- Experience with Informatica IDMC/IICS, strong SQL Server and T-SQL skills, expertise in SFTP, REST/SOAP, OAuth 2.0 integrations, and ITIL-aligned incident management
- Provide L2/L3 support for IDMC and OMS platforms, manage incidents end-to-end, monitor integration jobs, reconcile data across systems, deliver minor changes and onboard councils, and maintain platform administration and security compliance

Job Summary Provide second- and third-level support for the Informatica Intelligent Data Management Cloud (IDMC) integration platform and the OMS operational data store. These underpin municipal and commercial collection services, resident-facing booking portals and council integrations. The engineer owns incidents end to end, monitors daily integration processing, reconciles job and work-order data across ERP, fleet, OMS and council systems, and delivers minor changes and council onboardings through Cleanaway change control.

Key accountabilities Incident management and service restoration

- Own assigned ServiceNow incidents from acceptance through resolution, including impact assessment, stakeholder updates and accurate resolution notes.
- Diagnose and resolve failed taskflows and mappings, Secure Agent and connection failures, SFTP and API errors, file and payload format errors, and authentication failures.
- Restore resident-facing portals and dependent services during outages, including database blocking, log growth and hosting VM issues, coordinating with Infrastructure and DBA teams.
- Reprocess or resend council, ERP and partner files and messages using documented, authorised procedures.
- Lead or support major incident response, service restoration and post-incident review for integration outages.

Monitoring and operational health

- Perform daily monitoring of IDMC jobs, the Application Integration console, infrastructure alerts (e.g. PRTG) and exception mailboxes. Triage, action and record exceptions.
- Follow up daily operational exception reports, such as jobs completed without mandatory driver data or vehicles not assigned, so that invoicing and council reporting stay accurate.
- Validate integrations after monthly ERP (JDE) and IDMC patching and after platform upgrades, including impact analysis before upgrades.

Integration operations and data reconciliation

- Investigate missing, delayed, duplicated or inconsistent records across JDE, fleet and job-dispatch systems (e.g. Verizon Connect, Echo), OMS and council systems.
- Reconcile work-order and job status across systems after outages or sync gaps. Close or correct records under business approval and confirm closure status to councils.
- Investigate data flows from HR, safety and compliance systems into downstream staging and reporting,



and correct staging data on authorised request.
- Produce scheduled and ad hoc extracts and operational KPI reports (e.g. monthly integration performance and booking extracts) on time.

Service requests and configuration

- Fulfil authorised OMS configuration and data requests: service frequency codes, booking limits and entitlements, portal calendars and seasonal opening, exception-report maintenance and status resends.
- Run calendar-driven operations such as annual entitlement resets, month-end finance file loads and monthly credential rotations for messaging services.
- Manage user and service access within IDMC and OMS in line with security approvals and audit requirements.

Platform administration

- Administer the IDMC org, Secure Agent hosts, connections and runtime environments, including authentication modernisation and licence and subscription coordination with Informatica.

Change, release and enhancement

- Design, build, test and deploy minor changes and enhancements to IDMC assets and OMS objects, including new council onboardings and integration changes (SFTP, REST/SOAP, OAuth).
- Prepare change records, test evidence, deployment and rollback plans for CAB. Execute production deployments and cutover tasks.
- Take delivered project components (e.g. fleet-system migration and HR-system replacement integrations) into BAU through hypercare and documented handover.

Problem management and knowledge

- Raise and progress problem records for recurring failures such as portal outages, sync gaps and high-volume manual corrections, and propose permanent fixes or automation.
- Maintain runbooks, interface documentation, a business-rules register, knowledge articles and the credential and certificate expiry register.
- Maintain the contact and escalation matrix for councils, ERP and fleet vendors, Informatica support and internal business teams.
- Participate in knowledge transfer from the incumbent provider, demonstrate independent handling of common support scenarios, and transfer knowledge to new team members.

Security and compliance

- Use privileged and production access only through the approved access process (e.g. CyberArk), on a least-privilege basis and for authorised tasks.
- Never record passwords, tokens or other secrets in tickets, email or documents. Store and hand over credentials only through the approved vault.




- Handle customer, employee and payroll personal information in line with the Privacy Act and Cleanaway data classification, including compliant incident records and escalation of potential data breaches.
- Maintain segregation of duties: perform data corrections, approvals and production changes only with documented business or change approval, and keep an audit trail.

Role boundaries L2/L3 accountability

- Own operational investigation, incident coordination, monitoring, documented recovery, reconciliation and minor change delivery for IDMC and OMS.
- Retain ServiceNow ownership and stakeholder communication when a vendor, Infrastructure or DBA team performs specialist remediation.

Outside delegated authority

- Solution architecture and major redesign, such as OMS or Informatica replacement and new digital-channel platforms. The engineer contributes but does not lead.
- Business decisions on council contracts, entitlement rules, service pricing, master-data ownership or approval of data corrections.
- Server, operating system, database backup and patching operations owned by Infrastructure and DBA teams.

Skills and experience Essential

- Demonstrated enterprise production support and development experience with Informatica IDMC/IICS: taskflows, mappings, Secure Agent, connections and Application Integration.
- Strong SQL Server and T-SQL skills for diagnosis, reconciliation and data correction in an operational data store.
- Experience with file and API integrations: SFTP, REST/SOAP, JSON/XML, OAuth 2.0 and API testing tools (e.g. Postman, SoapUI).
- ITIL-aligned incident, problem, change and request practice using ServiceNow or equivalent.
- Transparent written and verbal communication with business operations, councils, vendors and IT teams, including during time-critical incidents.

Desirable

- Experience with ERP (JD Edwards) and fleet telematics or job-dispatch integrations.
- Waste, municipal services, logistics or field operations domain experience.
- Azure Application Insights, infrastructure monitoring tools (e.g. PRTG) and Windows server troubleshooting.
- Informatica Cloud Data Integration certification, ITIL 4 Foundation, AZ-900.

Band expectations Senior / Lead: Technical escalation point for the platform. Leads major incident recovery, council onboarding design and change, platform administration and upgrades, problem management and vendor escalation. Reviews and approves runbooks.

Mid: Daily monitoring, exception follow-up, service requests and OMS configuration, reconciliation under runbook, standard reprocessing, and changes under senior review.

Key relationships

OMS business support and operational teams: Issue validation

📌 /Application Support Engineer - Informatica IDMC & OMS (Pune)
🏢 Fujitsu
📍 Pune