Subject Matter Expert (Support&Ops)

Job Summary

• 1. Scope of Work 2.1. General Middleware Operations The vendor shall: 1. Provide 24x7 operational support for all IBM middleware components across Production, UAT, and DR environments. 2. Perform daily health checks, monitoring, and alert management to ensure system stability and uptime. 3. Manage incident, problem, and change requests in accordance with GIC’s ITIL framework. 4. Maintain system documentation, including configuration details, runbooks, and operational procedures. 5. Ensure compliance with GIC’s Patch Management, Change Management, and Incident Management frameworks. 6. Coordinate with IBM Support for issue resolution, patch updates, and version upgrades. 7. To perform Production steps execution and deployment related to BAU enhancements, issue resolution, patch updates, and version upgrades. 8. To strengthen system health observability through the configuration and optimization of health check monitoring tools. 9. To verify and maintain the integrity of the Production environment, ensuring there is consistency and alignment across all environments. 2.2. IBM App Connect Enterprise (ACE) • Manage and monitor integration flows and message processing across upstream/downstream systems.
• Deploy, configure, and validate App Connect flows in all environments.
• Troubleshoot and resolve message flow or transaction errors.
• Conduct version upgrades and ensure compatibility with dependent components (e.g., MQ, ITX).
• Implement CI/CD automation for deployment and monitoring.
• Maintain security compliance, including certificate renewals and access control. 2.3. IBM Transformation Extender (ITX) • Manage data transformation maps and ensure seamless data exchange between systems.
• Support map development, deployment, and validation.
• Troubleshoot transformation logic errors and optimize performance.
• Maintain version compatibility and coordinate with IBM for updates.
• Ensure audit readiness by maintaining transformation logs and documentation. 2.4. IBM MQ (Message Queue) • Administer and maintain MQ queue managers, queues, channels, and topics.
• Ensure High Availability (HA) and Disaster Recovery (DR) configurations are tested and operational.
• Perform MQ SSL certificate renewals and maintain secure communication.
• Monitor queue depth, latency, and throughput, and take corrective actions.
• Conduct capacity planning and performance tuning.
• Implement standardized configurations and enforce naming conventions.
• Provide audit evidence for MQ configurations and access controls. 2.5. IBM API Connect • Manage API lifecycle operations (creation, publishing, versioning, retirement).
• Maintain API security policies (authentication, authorization, rate limiting).
• Monitor API performance and ensure SLA compliance.
• Coordinate with application teams for API onboarding and integration.
• Perform patching, upgrades, and certificate renewals.
• Integrate API Connect with monitoring tools (e.g., Datadog, Splunk). 2.6. IBM Data Power Gateway • Administer and maintain Data Power appliances (physical/virtual).
• Manage service configurations, policies, and security certificates.
• Perform firmware upgrades, patching, and backup/restore operations.
• Monitor appliance health, CPU/memory utilization, and transaction performance.
• Troubleshoot connectivity, transformation, and policy enforcement issues.
• Ensure integration with API Connect and secure backend communication.

Key Responsibilities

• The vendor shall: 1. Ensure all middleware components comply with GIC’s security policies, SWIFT CSP, and MAS TRM standards. 2. Perform regular access reviews and maintain Segregation of Duties (SoD). 3. Manage certificate renewals, key rotations, and encryption configurations. 4. Provide audit evidence and support internal/external audits as required. 4. Performance and Monitoring • Implement and maintain observability dashboards using Datadog and Splunk.
• Define and monitor KPIs (e.g., uptime, latency, throughput, queue depth).
• Conduct trend analysis and provide monthly performance reports.
• Recommend and implement performance tuning and capacity optimization measures.

Skill Requirements

• IBM App Connect Enterprise (ACE) • IBM Transformation Extender (ITX) • IBM MQ (Message Queue) • IBM API Connect • IBM Data Power Gateway

Other Requirements

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