ITSM Architecture and Design

Job description

Job Description The MOVEit Transfer & Automation Support Engineer is responsible for the day-to-day support, administration, and continuous improvement of the organization's Managed File Transfer (MFT) platform built on Progress MOVEit Transfer and MOVEit Automation. This role spans three layers of support: resolving end-user issues related to file transfers and access, maintaining and configuring the MOVEit application stack, and supporting infrastructure-level architecture changes and migration activities (including version upgrades, server/OS migrations, and on-prem-to-cloud transitions). The ideal candidate combines strong troubleshooting skills with hands-on MFT administration experience and the ability to collaborate across infrastructure, security, and application teams during migration and upgrade initiatives. Responsibilities • End-User Support • Act as first and second-level point of contact for business users experiencing issues with MOVEit Transfer web interface, desktop/SFTP clients, or automated file exchange workflows. • Troubleshoot and resolve failed or delayed file transfers, login and authentication failures, and folder/permission access errors. • Manage end-user account lifecycle: provisioning, de-provisioning, password resets, and multi-factor authentication (MFA) setup. • Own and work assigned tickets in the ITSM queue (e.g., ServiceNow, Remedy) within defined SLAs, ensuring timely communication and resolution. • Liaise with business stakeholders and external trading partners to clarify transfer requirements, provide status updates, and explain root cause of incidents. • Create and maintain end-user documentation, FAQs, and knowledge base articles to reduce recurring support requests. • Conduct basic training/onboarding sessions for new users and departments adopting the MFT platform. • Application-Level Support • Monitor health, availability, and performance of MOVEit Transfer and MOVEit Automation servers, including job/task queues and failed transfer alerts. • Configure, maintain, and troubleshoot MOVEit Automation workflows/tasks, including PGP encryption/decryption steps, file processing scripts, and conditional logic. • Manage SSL/TLS and PGP certificates used for secure transfers, including tracking expirations, renewals, and rotation. • Apply patches, hotfixes, and version upgrades to MOVEit Transfer and MOVEit Automation in line with vendor (Progress Software) release cycles and internal change control. • Configure and support integrations with internal and external systems over SFTP, FTPS, AS2, and REST/SOAP APIs. • Administer user roles, groups, organizational policies, and folder-level permissions within MOVEit in accordance with least-privilege and compliance requirements. • Analyze application and transfer logs to identify root cause of task failures, performance degradation, or security anomalies. • Perform configuration backups, restores, and validate application-level disaster recovery / high-availability failover between primary and DR MOVEit instances. • Participate in Change Advisory Board (CAB) reviews for all application-level changes, ensuring proper documentation, testing, and rollback plans. • Support internal and external audits by providing evidence of access controls, encryption standards, and transfer logs. • Infrastructure-Level Architecture & Migration Support • Support infrastructure architecture reviews, capacity planning, and environment sizing for MOVEit deployments across on-premises and cloud (Azure/AWS) environments. • Participate as a technical contributor in migration projects such as MOVEit version upgrades, Windows Server/OS upgrades, SQL Server database migrations, and on-prem-to-cloud (or MOVEit Cloud) transitions. • Coordinate with infrastructure, network, security, and database administration teams on server provisioning, load balancer and firewall configuration, and DNS changes required for migrations. • Contribute to and maintain architecture documentation, including High-Level Design (HLD) / Low-Level Design (LLD) documents, network diagrams, and disaster recovery / business continuity plans. • Develop and execute migration runbooks and cutover plans, including pre-migration readiness checks and post-migration validation/smoke testing. • Support decommissioning of legacy MOVEit servers and environments following successful migration and validation. • Ensure migration and architecture activities comply with organizational security standards, including encryption at rest and in transit, network segmentation, and access control policies. • Support periodic disaster recovery (DR) testing and business continuity exercises for the MOVEit infrastructure footprint. • Support High Availability (HA) migration activities, including HA cluster setup/reconfiguration, node failover testing, and validation of load-balanced MOVEit environments during upgrades or infrastructure moves. Qualifications **Required Technical Skills** • Hands-on administration experience with MOVEit Transfer and MOVEit Automation (or comparable MFT platforms such as GoAnywhere, IBM Sterling, Axway). • Strong working knowledge of file transfer protocols: SFTP, FTPS, HTTPS, and AS2. • Windows Server administration and IIS configuration/troubleshooting. • SQL Server database administration fundamentals (MOVEit's backend database). • Scripting experience with PowerShell (or similar) for automation and task remediation. • PGP encryption and SSL/TLS certificate lifecycle management. • Foundational networking knowledge: firewalls, load balancers, DNS, and network segmentation. • Exposure to cloud platforms (Azure and/or AWS) relevant to infrastructure migration projects. • Familiarity with ITSM tools (ServiceNow, Remedy) and ITIL-aligned incident, problem, and change management processes. About Us At Zensar, we’re “experience-led everything” . We are committed to conceptualizing, designing, engineering, marketing, and managing digit