Job Description

Role Purpose

The purpose of this role is to provide significant technical expertise in architecture planning and design of the concerned tower (platform, database, middleware, backup etc) as well as managing its day-to-day operations

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• Support and maintain transmission services platforms in mission-critical environments.

• Subject matter expert responsible for qualified Level 3 activities.

• Experience with other industry standard mainframe transport products and services such as FTP, Connect-Direct, and NDM.

• Experience with Axway Managed File Transfer/MFT (Cross File Transfer/CFT).

• Level 2 Resolves complex issues escalated by the team.

• Perform detailed root cause analysis (RCA) and problem management activities.

• Handle critical incidents and directly call SWAT.

• Implement complex level 1 and 2 changes Vulnerability remediation and service requests.

• Identify continuous service improvement (CSI) efforts to improve service quality and reduce operational costs through shift-left service delivery.

• Participate in new technology training provided by the ENG support team.

• Monitoring and Participation in Document Maintenance.

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• experience in Mainframe Transmission Services (MFT) functions.

• Mainframe transmission services troubleshooting and diagnostic skills.

• Verify that the correct files are transferred between the customer and the third party.

• Skills in troubleshooting and diagnosing transmission services.

• Create and maintain alert schedules for transfer orders.

• Adjust transfer-related warnings as needed.

• Monitors the status of various systems used for file transfer.

• Contact the Transfer Settings team for all second-level actions, record the actions taken, and reassign the ticket to the second-level support team.

• Monitor your team's shared mailbox and process incoming emails that require action.

• Send email notifications about the outage to affected partners, business units, and management.

• Attends Transmission Settings team meetings or any meetings related to transmission.

• Ability to log into the telephone system and answer telephone calls at any time during shift.

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Deliver

		No
		Performance Parameter
		Measure

		1
		Operations of the tower
		SLA adherence

		Knowledge management

		CSAT/ Customer Experience

		Identification of risk issues and mitigation plans

		Knowledge management

		2
		New projects
		Timely delivery

		Avoid unauthorised changes

		No formal escalations

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