Job Summary
Overview of the Role
As a TIBCO Support Specialist for the pharmaceutical sector, you will ensure the operational stability of TIBCO-based integration solutions. Your focus will be on incident management, middleware troubleshooting, and maintaining high availability of enterprise integration platforms.
Detailed Responsibilities
• Provide L2/L3 support for TIBCO integration solutions (BusinessWorks, EMS, Spotfire), ensuring high availability.
• Manage incidents, service requests, and changes using ServiceNow, following ITIL best practices.
• Monitor TIBCO middleware health using Dynatrace and BigPanda, proactively identifying issues.
• Troubleshoot integration failures, message queue issues, and connectivity problems.
• Collaborate with integration development teams to escalate complex issues and coordinate fixes.
• Document known issues, troubleshooting guides, and operational procedures in Confluence.
• Track support activities in JIRA, ensuring SLA compliance and timely resolution.
• Perform routine maintenance and automation using shell scripts.
• Coordinate with infrastructure teams for AWS/Azure-related issues affecting TIBCO environments.
• Participate in on-call rotations and incident response activities.
Key Responsibilities
2. To provide client support by presenting data, information, ticket resolution and day to day support activities like monitoring client requirements as well as keeping track of schedule for on time delivery of assigned tasks as per the defined quality standards.
3. To perform activities related to enhancement creation of documents for CMMi and client requirements
4. To provide technical guidance to junior developers
5. To interact with the customer and internal teams to gather requirements for development purposes.
Skill Requirements
Skill Requirements
• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• 2+ years of experience in middleware support or IT operations, preferably with TIBCO products.
• Strong understanding of ITSM processes (ITIL certified preferred) and experience with ServiceNow.
• Proficiency with Dynatrace, BigPanda, or similar monitoring tools.
• Experience with JIRA for ticket management and Confluence for documentation.
• Basic shell scripting skills for automation.
• Foundational knowledge of AWS and Azure cloud platforms.
• Basic understanding of XML, SOAP, REST, and integration concepts is a plus.
• Excellent problem-solving, communication, and stakeholder management skills.
• Exposure to GenAI technologies and Gemini for AI-assisted operations and automation is a plus.