IT SME Middleware
Role description
We are seeking an experienced IT Subject Matter Expert (SME) with Level 1 (L1) abilities to provide infrastructure application support for a critical middleware platform used for document processing and management. This platform consists of multiple instances that handle various functions such as ATM/Mobile transactions, branch operations, and common services.
Job Duties
- Infrastructure Support: Provide L1/2 support for the middleware platform's infrastructure, including dev/pre-production environments, ensuring smooth and efficient operations.
- Application Monitoring: Proactively monitor the performance and health of the middleware applications, identifying and resolving any issues to maintain optimal functionality.
- Document Processing: Support the platform in processing documents and their associated metadata, ensuring accurate and timely uploads into content management systems.
- Issue Resolution: Troubleshoot and resolve technical issues related to the middleware platform, working closely with other IT teams and stakeholders as needed.
- Maintenance and Updates: Assist in the maintenance and regular updates of the middleware applications to ensure they meet the latest standards and requirements. This includes reviewing logs, starting/stopping services, installing certificates, and creating directories.
- User Support: Provide assistance and support to end-users, addressing their queries and helping them navigate and utilize the platform effectively.
- Coordination: Coordinate efforts such as meetings, work sessions, planning, and troubleshooting with various teams to ensure platform reliability.
- Ticket Management: Manage ServiceNow (SNOW) tickets assigned for the middleware platform, including opening, assigning, and closing support and incident tickets, as necessary. Re-open cases, as necessary.
- Reporting: Provide daily health check reports of the middleware platform (Monday-Friday) and SME logs and support where necessary.
- Documentation: Maintain detailed documentation of support activities, issues encountered, and resolutions provided to ensure knowledge sharing and continuity.
- Strong communication skills, both written and verbal, to interact with technical and non-technical stakeholders.
- Excellent troubleshooting and problem-solving skills.
- Technical Environment:
- Middleware Technologies: Experience with middleware platforms and WebSphere.
- Content Management: Proficiency in managing document processing systems.
- Operating Systems: Strong knowledge of Linux environments.
- Web Servers: Experience with Apache for hosting web services.
- Web Services: Proficiency in managing and supporting web services.
- Ticketing Systems: Experience with ServiceNow for incident and change management.
- Application Frameworks: Familiarity with Dynatrace for specific document processing requirements.
- Message Queuing: Experience with managing MQ channels and ensuring reliable message delivery between systems.
Education & Requirements
- Bachelor's Degree is required.
- Must be Intermediate English & Spanish (verbal, written, reading).
- 5+ years' experience designing technical solutions within mainframe environments.4+ years' experience with Informatica Cloud Data Governance and Catalog (CDGC) on Informatica Data Management Cloud (IDMC).
- Previous experience with migrating Enterprise Data Catalog (EDC) and Informatica Axon content to the cloud is required.
- Must have experience with Oracle, SQL Server, and/or Denodo.
- Snowflake enterprise data warehouse experience is required.
Plus
- Proficiency in middleware technologies, specifically WebSphere, and platforms used for document processing and management.
- Experience with Linux operating systems.
- Experience with Apache web server and web services management.
- Linux Operations ( Red Hat)
- Proficiency in managing MQ channels.
- Experience with content management systems and frameworks like Dynatrace is a plus.
- Familiarity with ServiceNow for managing support tickets and change requests.
- Banking Systems Experience: Previous experience working with banking systems, including knowledge of ATM and branch operations, is highly desirable.