• Initial contact for inbound phone and chat support request. • Provide support and maintenance of servers, network devices, and associated hardware and software systems for clients. • Acts as the first line of escalation for Support Technicians. • Provide onsite support for Managed Services clients. • Acts as a secondary Client Relationship Manager; evaluate system performance and recommend improvements to enhance efficiency. • Provide intermediate technical support and guidance to end-users and assist in resolving technical issues. • Document system configurations, procedures, and troubleshooting steps.

Role Description IBM Sterling Gateway experience is a mandatory requirement for this role. Candidates who do not meet this requirement will not be considered. What you'll get to do: - Application Architecture & Engineering - Design, plan, and implement for multiple tools including software applications for file transmissions, job schedulers, APIs, etc. - Primary current software is B2B and MFT integration solutions using the IBM Sterling MFT suite, including: - Sterling B2B Integrator - Sterling File Gateway - Sterling Secure Proxy / SEAS - IBM Control Center - Perform ifix’s and application upgrades. - System testing, tuning, and capacity planning. - Monitor active Business Processes and assigned schedules. - Experience with clustered architectures and associated High Availability, workload management, and Disaster Recovery practices. - Configure and manage Routing Channel Templates. - Design and support of Business Processes using the IBM Graphical Process Modeling tool. - Command Line Adapter configuration, including working with Antivirus, GPG, and network file sharing. - MFT Trading Partner configuration setup using IBM Sterling Secure Proxy, using various communication protocols (SFTP, FTPS, HTTPS, FTP, SMB, Connect:Direct, etc). - Knowledge of Web services using methods such as SOAP and RESTful. - Create custom file layers and custom email notifications. - Perform technical configurations, such as network communications and adapter configuration. - Onboard new employees by creating and supporting user accounts and user groups. - Use audit records and trace logs to provide reporting as required. - Design and support Business Processes using IBM Graphical Process Modeling (BPML). - Configure routing channels, adapters, trading partners, and network communications. - Develop and maintain custom file layers, transformations, and notifications. - Design and implement API-based integrations using REST and SOAP. - Cloud, DevOps & Automation - Deploy and operate containerized Sterling applications using Docker and Kubernetes. - Design and support scalable infrastructure on Azure and AWS. - Automate provisioning and configuration using Terraform, Ansible, PowerShell, and Python. - Support CI/CD pipelines and Infrastructure-as-Code practices. - Perform system tuning, capacity planning, and performance optimization. - Security & Compliance - Ensure all file transfers, adapters, and integrations meet InfoSec and compliance standards. - Manage PGP/GPG keys, encryption, and secure protocols. - Configure and support secure B2B communication protocols including: - SFTP - HTTPS - HTTP/S - AS2 - Support DR testing and business continuity initiatives. - Uphold GDPR, SOC 2, PCI, and internal security and privacy standards. - Environment Management - Manage Production, DR, Dev, and Test environments. - Ensure environments are built, sanitized, and functioning correctly. - Promote configuration and Resource Manager objects across environments. - Support clustered architectures with High Availability and Disaster Recovery. - Incident & Operational Support (Tier 3) - Act as the escalation point for Production Operators and Route Provisioners. - Troubleshoot complex integration, data flow, and performance issues. - Perform data analysis and transaction investigations. - Support customer escalations as a technical subject matter expert. - Track, document, and resolve incidents to quality standards. - Identify recurring issues and drive long-term fixes. - On-Call rotation for afterhours support and maintenance. - Change Management - Own and manage change requests. - Ensure all changes follow formal change control and governance processes. Qualifications - 5+ years of experience in application architecture or senior integration engineering. - Strong experience with IBM Sterling MFT / B2Bi technologies a plus. - Expert knowledge of: - Unix/Linux and shell scripting - BPML, XML, XPath, SQL - Network protocols and MFT architectures - Cloud platforms: Azure and AWS - Automation & DevOps tools: Terraform, Ansible, CI/CD - Containerization: Docker, Kubernetes - Programming/scripting: C#, Java, Python, Shell - Databases: SQL, PostgreSQL - API technologies: REST, SOAP, JSON, XML - Monitoring and reliability practices (SRE concepts) - Bachelor’s degree in Computer Science or Information Systems preferred. - Adaptability. Benefits - Excellent time away from work programs. - Comprehensive wellness initiatives. - Recognition through competitive pay and benefits. - Opportunities for personal and professional growth. - Commitment to community impact, including volunteer days and charity initiatives.

Role Description What you'll get to do: - Application Architecture & Engineering - Design, plan, and implement for multiple tools including software applications for file transmissions, job schedulers, API’s, etc. - Primary current software is B2B and MFT integration solutions using the IBM Sterling MFT suite, including: - Sterling B2B Integrator - Sterling File Gateway - Sterling Secure Proxy / SEAS - IBM Control Center - Perform ifix’s and application upgrades - System testing, tuning and capacity planning - Monitor active Business Processes and assigned schedules - Experience with clustered architectures and associated High Availability, workload management and Disaster Recovery practices. - Configure and manage Routing Channel Templates - Design and support of Business Processes using the IBM Graphical Process Modeling tool - Command Line Adapter configuration, including working with Antivirus, GPG and network file sharing - MFT Trading Partner configuration setup using IBM Sterling Secure Proxy, using various communication protocols (SFTP, FTPS, HTTPS, FTP, SMB, Connect:Direct, etc) - Knowledge of Web services using methods such as soap and restful - Create custom file layers and custom email notifications - Perform technical configurations, such as network communications and adapter configuration - Onboard new employees by creating and supporting user accounts and user groups - Use audit records and trace logs to provide reporting as required - Design and support Business Processes using IBM Graphical Process Modeling (BPML). - Configure routing channels, adapters, trading partners, and network communications. - Develop and maintain custom file layers, transformations, and notifications. - Design and implement API-based integrations using REST and SOAP. - Cloud, DevOps & Automation - Deploy and operate containerized Sterling applications using Docker and Kubernetes. - Design and support scalable infrastructure on Azure and AWS. - Automate provisioning and configuration using Terraform, Ansible, PowerShell, and Python. - Support CI/CD pipelines and Infrastructure-as-Code practices. - Perform system tuning, capacity planning, and performance optimization. - Security & Compliance - Ensure all file transfers, adapters, and integrations meet InfoSec and compliance standards. - Manage PGP/GPG keys, encryption, and secure protocols. - Configure and support secure B2B communication protocols including: - SFTP - HTTPS - HTTP/S - AS2 - Support DR testing and business continuity initiatives. - Uphold GDPR, SOC 2, PCI, and internal security and privacy standards. - Environment Management - Manage Production, DR, Dev, and Test environments. - Ensure environments are built, sanitized, and functioning correctly. - Promote configuration and Resource Manager objects across environments. - Support clustered architectures with High Availability and Disaster Recovery. - Incident & Operational Support (Tier 3) - Act as the escalation point for Production Operators and Route Provisioners. - Troubleshoot complex integration, data flow, and performance issues. - Perform data analysis and transaction investigations. - Support customer escalations as a technical subject matter expert. - Track, document, and resolve incidents to quality standards. - Identify recurring issues and drive long-term fixes. - On-Call rotation for afterhours support and maintenance. - Change Management - Own and manage change requests. - Ensure all changes follow formal change control and governance processes. Qualifications - 5+ years of experience in application architecture or senior integration engineering - Strong experience with IBM Sterling MFT / B2Bi technologies a plus - Expert knowledge of: - Unix/Linux and shell scripting - BPML, XML, XPath, SQL - Network protocols and MFT architectures - Cloud platforms: Azure and AWS - Automation & DevOps tools: Terraform, Ansible, CI/CD - Containerization: Docker, Kubernetes - Programming/scripting: C#, Java, Python, Shell - Databases: SQL, PostgreSQL - API technologies: REST, SOAP, JSON, XML - Monitoring and reliability practices (SRE concepts) - Bachelor’s degree in Computer Science or Information Systems preferred - Adaptability Benefits - Excellent time away from work programs - Comprehensive wellness initiatives - Recognition through competitive pay and benefits - Opportunities for personal and professional growth - Community impact initiatives, including volunteer days and charity opportunities

• Systems Administrators provide front-line technical support for end users • Actively listen to client problems and concerns to effectively remediate issues • Escalate within and outside the team to ensure client service and experience are set at the highest levels • Serve as a technical escalation point, providing mentoring support to staff • Manage tickets and allocating resources as needed • Perform complex repairs to software and peripheral equipment configurations • Set up user accounts and configure email access • Answer user inquiries and train users in the proper use of hardware or software • Complete accurate time entry and documentation of remediation steps • Participate in an on-call rotation (quarterly)