Axway B2B Module Lead-Service Support

• Engage directly with clients and work collaboratively within a team while demonstrating a high level of independence and ownership
• Handle L2/L3 support
• Perform effective Root Cause Analysis (RCA)
• Documenting and testing systems to meet specific business requirements
• Coordinate with multiple onshore and offshore teams for day-to-day operations and maintenance activities
• Work in a 24×7 support model, including APAC, UK, and US shifts, with rotational night shift coverage
• Handle application patching and upgrade activities
• Monitor service interruption alerts and troubleshoot issues in line with defined SLAs
• Address live production issues and resolve them within pre-defined SLAs while maintaining high productivity and quality
• Allocate and manage work across team members

• Strong knowledge of Unix OS, including command-line operations and scripting
• Working knowledge of Linux commands and system operations
• Solid understanding of SQL and database concepts
• Knowledge of programming languages such as Java and JavaScript
• Hands-on expertise with B2Bi tools (e.g., Axway B2B, Seeburger, etc.)
• Experience with API management tools (e.g., Axway API Gateway, Apigee, MuleSoft, etc.)
• Working knowledge of data communication protocols such as AS2, SFTP, FTP, FTPS, and HTTP/HTTPS
• Basic working knowledge of AWS cloud services
• Ability to troubleshoot, debug, and resolve API-related defects and performance issues
• Strong understanding of the healthcare domain
• Knowledge of CSOS (Controlled Substance Ordering System)
• Strong communication skills
• Ability to effectively coordinate with multiple onshore and offshore teams
• Willingness to work in a 24×7 support model, including APAC, UK, and US shifts, with rotational night shift coverage
• Quick learner
• Flexible, collaborative, and a strong team player
• Prior experience in a lead or senior role
• Experience in application/production support within a 24×7 operating model
• Ability to handle L2/L3 support with strong analytical, diagnostic, and Root Cause Analysis (RCA) skills
• Hands-on experience with application patching and upgrade activities
• Proficiency in monitoring service interruption alerts and troubleshooting issues in line with defined SLAs
• Proven ability to address live production issues and resolve them within pre-defined SLAs
• Good understanding of ITIL concepts and experience using service management tools such as ServiceNow
• Strong task prioritization skills with the ability to effectively allocate and manage work across team members
• Total Experience Expected: 04-06 years
• BE

Managed services exposure is a plus