Job Summary
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.
Key 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.
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.