Role Overview

We are seeking a highly experienced Senior Production Support Engineer with deep expertise across EDI integrations, IBM B2B Sterling Integrator, IBM Connect:Direct, Sonic ESB/MQ, File Transfer Systems (FTS), and SOA-based services. The incumbent will manage mission-critical B2B/EDI production environments, lead EDI platform upgrades, Sonic MQ upgrade and ensure the reliability, security, and performance of key integration systems. This role requires strong technical leadership, proactive troubleshooting skills, and excellent communication.

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Key Responsibilities

Production Operations & Support

· Provide L2/L3 production support for:

o EDI (X12, EDIFACT, XML, JSON)

o IBM Sterling B2B Integrator (SBI)

o IBM Connect:Direct (secure peer-to-peer file transfers)

o Sonic ESB / Sonic MQ

o FTS/MFT systems

o SOA web services and APIs

· Monitor message flows, queues, file transfers, partner transactions, and scheduled jobs.

· Investigate and resolve complex incidents with minimal downtime.

· Document root cause analysis and provide long-term corrective actions.

EDI & Sterling Integrator Expertise

· Lead and support EDI platform upgrades, migrations, patches including Sterling Integrator.

· Manage EDI mapping, transformations, and trading partner configurations.

· Troubleshoot and optimize BPML workflows, adapters (AS2, FTP/S, MQ), and ITX/GIS maps.

· Enhance performance and reliability of Sterling clusters.

IBM Connect:Direct (C:D) Support

· Configure, monitor, and support Connect:Direct nodes, secure sessions, and process flows.

· Troubleshoot C:D transfers, routing, session failures, and communication issues.

· Manage certificates, secure protocols, permissions, and cross-platform file transfers.

· Collaborate with partners to test and validate new C:D connections.

Middleware & Integration Support

· Manage and troubleshoot Sonic ESB/MQ message flows, queues, and orchestrations.

· Support managed file transfer systems (SFTP, FTPS, MFT tools).

· Assist SOA/API teams to resolve integration issues across environments.

ITIL Process & Documentation

· Adhere to incident, problem, and change management processes.

· Maintain accurate documentation for integration workflows, SOPs, and support playbooks.

Communication & Coordination

· Provide clear and timely communication during incidents, outages, and maintenance.

· Collaborate with internal technical teams, business users, and external vendors.

Continuous Improvements

· Recommend automation and optimizations to reduce manual support activities.

· Identify opportunities to enhance system resilience and performance.

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