EDI Axway B2Bi Service Operations Specialist

This hybrid role primarily supports 24x7 service operations (80%) for Axway B2Bi EDI integrations, ensuring stable, secure, and SLA-compliant transaction processing. In addition, the role contributes 20% development and enablement work including small enhancements, automation, basic map/config updates under guidance, and operational tooling improvements (e.g., scripts, Jenkins pipelines). The goal is to reduce incidents through operational excellence while continuously improving reliability and efficiency through automation and standardization. Key Responsibilities A) Service Operations (80%) 1) Monitoring ( Eyes on Glass ) Monitor Axway B2Bi services and Sentinel dashboards for alerts, failures, performance degradation, and anomalies. Validate end-to-end EDI transaction flow health (AS2/SFTP/HTTP/FTP) and ensure uninterrupted operations. 2) Incident Handling & First-Line Troubleshooting Triage incidents, analyze logs/error messages, identify likely root causes (connectivity, partner setup, certificates, mapping, payload/data quality). Execute standard recovery actions: re-processing / replay / re-run , restart of safe components per SOP, and controlled retries. Ensure accurate incident recording, prioritization, and timely stakeholder updates aligned to SLAs. 3) Partner & Data Operations Work with partners to resolve missing/incorrect setup elements (certificates, endpoints, identifiers, schedules, payload issues). Support partner onboarding execution activities (in staging/production) following approved runbooks and checklists. Coordinate with SMEs/backend teams for partner configuration gaps or recurrent data issues. 4) Escalation & Cross-Team Collaboration Escalate to L2/L3/SMEs when issues require configuration changes, code/map updates, performance tuning, or network/DB changes. Provide clear evidence in escalations (timestamps, message IDs, error stack, log excerpts, steps tried, business impact). 5) Proactive Operations / Problem Management Run system health checks, certificate expiry checks, queue/backlog checks, and produce operational reports. Identify recurring issues and propose corrective actions (SOP updates, monitoring improvements, automation candidates). Follow ITIL-aligned processes for incident, problem, and change coordination. B) Development / Enablement (20%) 1) Lightweight Map/Configuration Support (under governance) Assist with basic mapping updates or partner-specific adjustments (MBC / Mapping Services / DML flow), following review and release process. Support staging validation for new/updated maps and partner flows; document test evidence. 2) Automation & Operational Tooling Create/maintain scripts (Python/Shell) to automate repetitive tasks (log parsing, report generation, partner validation checks). Contribute to Jenkins pipelines or deployment automation for controlled lower-risk releases (as permitted by governance). 3) Technical Documentation Maintain runbooks, SOPs, known error catalog, escalation playbooks, and operational dashboards documentation. Capture configuration/flow diagrams and monitoring coverage improvements. Required Skills and Qualifications Technical Skills Working knowledge of Axway B2Bi and Sentinel monitoring concepts (alerts, dashboards, transaction visibility). Understanding of EDI standards (X12, EDIFACT), XML, and common integration protocols (AS2, SFTP, HTTP/FTP). Strong log analysis and troubleshooting capability for failed/late/malformed transactions. Basic understanding of Mapping Services concepts (MBC / DML flow) and JMC fundamentals. Basic automation exposure (Python/Shell) and familiarity with CI/CD concepts (e.g., Jenkins) is a plus. Database awareness (Oracle / PostgreSQL) and connectivity concepts helpful (read/triage level). Soft Skills High attention to detail; ability to follow and improve SOPs. Clear communication with partners and internal stakeholders during incidents. Ability to work under pressure in rotational shifts and manage multiple tickets concurrently. Preferred ITIL knowledge/certification. Prior middleware/integration operations experience. Exposure to secure transmission concepts (certificates, encryption, access controls, firewall coordination). Deliverables / Success Measures SLA and KPI compliance (acknowledgement time, resolution time, backlog control). Reduced repeat incidents through problem management and automation. Improved monitoring quality (fewer false positives, faster detection, clearer alerting). High-quality escalation packets and clean operational documentation. EDUCATIONAL QUALIFICATIONS: Bachelor s Degree in Computer Science, Information Technology or any other related discipline or equivalent related experience. Preferred Certifications: Salesforce Certified Administrator Microsoft Certified Systems Administrator (MCSA) Microsoft Certified IT Professional ITIL, ITSM Certifications WORK EXPERIENCE: 4+ years of directly-related or relevant experience, preferably in application support or system/application/database administration. SKILLS & KNOWLEDGE: Behavioral Skills: Critical Thinking Detail Oriented Impact and Influencing Interpersonal Communication Multitasking Problem Solving Time Management Technical Skills: Identity & Access Management Database Administration IT Support like Software & Hardware Installation, Troubleshooting Software Validation Systems Integration IT Regulatory Compliance like SOX Compliance Tools Knowledge: Software Configuration Management Tools like Ansible, Puppet Citrix technologies like XenDesktop, XenApp, XenServer Operating Systems & Servers like Windows, Linux, Citrix, IBM, Oracle, SQL Enterprise Resource Planning (ERP) Systems like Sage, ASW, SAP Software like Case Management System, HR Information Systems, Kronos(Timekeeping Software), PHS Health and Safety Management System Java Frameworks like JDBC, Spring, ORM Solutions, JPA, JEE, JMS, Gradle, Object Oriented Design Microsoft Office Suite Relational Database Management System (RDBMS) Software Customer Relationship Management (CRM) Systems like Salesforce Marketing Cloud, Sales Cloud Internet Protocols like DNS, HTTP, LDAP, SMTP, Easy DNS, No IP