Application Support Manager - MFT Systems (4-9 yrs)

Key Responsibilities :

1. Managed File Transfer (MFT) :

- Monitor, manage, and troubleshoot MFT systems to ensure secure and seamless file transfers.

- Provide support for MFT-related incidents and service requests, ensuring timely resolution.

- Perform regular health checks, upgrades, and patches for MFT systems.

2. JIRA and JIRA Service Desk :

- Configure and manage JIRA and JIRA Service Desk for issue tracking and service management.

- Provide support and training for end-users on JIRA workflows and functionality.

- Troubleshoot JIRA-related issues and implement solutions in line with user needs.

3. Incident Management :

- Take ownership of incidents, ensuring they are logged, prioritized, and resolved in a timely manner.

- Act as the point of contact during major incidents, coordinating across teams for effective resolution.

- Analyze incident trends to identify recurring issues and provide recommendations for improvement.

4. Documentation :

- Create, maintain, and update technical documentation, including troubleshooting guides, workflows, and system configurations.

- Ensure documentation is clear, concise, and accessible to all relevant stakeholders.

5. Automation and Scripting (Nice to Have) :

- Support automation efforts to streamline workflows and enhance operational efficiency.

- Assist in creating and maintaining scripts for monitoring, reporting, or process improvement.

Qualifications :

- Bachelor's degree in Computer Science, Information Technology, or a related field.

- Minimum 4 years of relevant experience in application support.

- Strong hands-on expertise in Managed File Transfer (MFT) tools and processes.

- Proficiency in JIRA and JIRA Service Desk configuration and management.

- Proven experience with incident management, including issue prioritization and resolution.

- Exceptional documentation skills with an ability to create user-friendly technical documents.

- Knowledge of automation and scripting (e.g. , Shell, Python, or PowerShell) is a plus but not mandatory