Job Description
• Build file transfer feeds for internal and external partners
• Serve as the second responder for production issues
• Resolver and guide to achieve incident resolution within SLAs
• Continuously assess business impact and communicate effectively across various groups and channels, including executive management and external clients
• Engage necessary resources, including technical, product, and vendor personnel
• Provide timely and accurate communication to all affected parties
• Maintain accurate incident, problem records and requests in ticketing system ServiceNow
• Document incident and remediation actions. Prepare and present metrics
• Join forces with impacted application teams in Root Cause Analysis (RCA), corrective actions through closure and proactive problem management
• Conduct training and knowledge-sharing sessions for various teams and new hires to support standardized processes
• Drive the continuous improvement of file transfer processes and procedures to maintain high service quality
• Regularly provide input and status updates for project tracking activities
• Maintain the repository of troubleshooting documentation (Run book, Job Aids, Scripts, and Standard Operating procedures)
• Provide on-call support during non-business hours (team provides 24x7 support for incidents)
• Write scripts and automate as much of the production support as possible
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
• 3+ years of production support experience, including hands‑on work with ServiceNow
• 3+ years of hands‑on experience with a Managed File Transfer (MFT) platform, with the ability to:
§ Administer and maintain the platform
§ Build and support new file‑transfer integrations
§ Leverage DevOps/TechOps practices for monitoring, incident response, and process improvement
• Deep expertise in MFT concepts, including:
§ SFTP, IP networking, firewalls, whitelisting, and encryption
• Experience with file‑transfer tools such as WinSCP, FileZilla, and Axway
• SQL & SQL Server proficiency, including:
§ Advanced SQL scripting
§ Complex joins, stored procedures, and API‑driven queries
• Microsoft SQL Server Management Studio (SSMS) experience, including:
§ Schema management
§ Object and permission administration
§ Troubleshooting and performance investigation
• Hands‑on experience with Azure cloud services
Nice to Have Skills & Experience
• Hands‑on experience with Axway Secure Transport
• Experience with enterprise ticketing systems (ServiceNow, Jira Service Management), including:
§ Creating formal RCA reports
§ Managing change requests
§ Handling and resolving incidents end‑to‑end
• Proficiency in Python scripting and strong knowledge of Regular Expressions (Regex)
• API management experience, including building, integrating, and supporting API‑driven workflows
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.