Chennai, Tamil Nadu
Job Summary
Overview of the Role
As an OpenText & SFTP Support Specialist, you will ensure the operational stability of OpenText and secure file transfer solutions for pharmaceutical clients. Your focus will be on incident management, file transfer troubleshooting, and maintaining high availability.
Detailed Responsibilities
- Provide support for OpenText and SFTP solutions, ensuring high availability and security.
- Manage incidents, service requests, and changes using ServiceNow, following ITIL best practices.
- Monitor file transfer health using Dynatrace and BigPanda, identifying failures and issues.
- Troubleshoot file transfer failures, connectivity issues, and document management problems.
- Collaborate with integration teams to escalate complex issues and coordinate fixes.
- Document known issues, troubleshooting procedures, and user guides in Confluence.
- Track support tickets in JIRA, ensuring SLA compliance and timely resolution.
- Perform routine maintenance and basic automation using shell scripts.
- Coordinate with infrastructure teams for AWS/Azure-related issues.
- Ensure compliance with security and regulatory requirements for file transfers.
Key Responsibilities
1. To be responsible for providing technical guidance / solutions ;define, advocate, and implement best practices and coding standards for the team.
2. To develop and guide the team members in enhancing their technical capabilities and increasing productivity
3. To ensure process compliance in the assigned module| and participate in technical discussions/review as a technical consultant for feasibility study (technical alternatives, best packages, supporting architecture best practices, technical risks, breakdown into components, estimations).
4. To prepare and submit status reports for minimizing exposure and risks on the project or closure of escalations.
Skill Requirements
Skill Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 2+ years of experience in file transfer support or IT operations.
- Strong understanding of ITSM processes (ITIL certified preferred) and experience with ServiceNow.
- Proficiency with Dynatrace, BigPanda, or similar monitoring tools.
- Experience with JIRA for ticket management and Confluence for documentation.
- Basic shell scripting skills for automation.
- Foundational knowledge of AWS and Azure cloud platforms.
- Basic understanding of OpenText, SFTP, and secure file transfer concepts is a plus.
- Excellent problem-solving, analytical, and communication skills.
- Exposure to GenAI technologies and Gemini for AI-assisted operations and automation is a plus.
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