Support Lead

Support Lead

Support Lead United States

Support Lead Somerset, New Jersey

Job Summary

OVERVIEW OF THE ROLE The Senior Liaison Managed File Transfer System Platform Support role is pivotal in ensuring the seamless and secure exchange of critical information within the Life Sciences and Healthcare domains. This role is responsible for managing, supporting, and optimizing the Managed File Transfer (MFT) platforms, directly impacting the organization's ability to deliver reliable solutions to global clients. The incumbent will serve as a technical leader, guiding teams and collaborating with stakeholders to uphold operational excellence and regulatory compliance.

DETAILED RESPONSIBILITIES

• Lead the administration, maintenance, and troubleshooting of the Liaison Managed File Transfer System platform.
• Monitor system performance, proactively identify issues, and implement solutions to ensure high availability and security.
• Manage user access, permissions, and platform configurations to support business operations and compliance requirements.
• Collaborate with cross-functional teams to integrate MFT solutions with enterprise applications and workflows.
• Provide expert guidance on best practices for secure file transfers, data encryption, and regulatory standards in Life Sciences and Healthcare.
• Develop and maintain technical documentation, SOPs, and operational guidelines for platform support activities.
• Drive platform upgrades, migrations, and enhancements in alignment with organizational objectives and industry advancements.
• Serve as a subject matter expert and escalation point for complex incidents, providing advanced troubleshooting and post-incident analysis.
• Support audit activities by ensuring platform logs, records, and configurations meet compliance standards.
• Mentor junior team members, fostering a culture of continuous improvement and technical excellence.

SKILL REQUIREMENTS

• Minimum 8 years of experience in enterprise platform support, with at least 4 years in Managed File Transfer systems (Liaison or equivalent).
• Strong expertise in MFT technologies, OpenText ECS/Alloy/DXP, protocols (SFTP, FTPS, AS2), and security practices.
• Experience on AWS Cloud services and OpenText Bizmanager SaaS platform.
• Proven experience in platform administration, system integration, and incident management in regulated environments.
• In-depth knowledge of Life Sciences and Healthcare industry compliance standards (HIPAA, GxP, GDPR).
• Excellent analytical, problem-solving, and communication skills.
• Relevant certifications such as ITIL, CISSP, or MFT platform-specific credentials are highly desirable.
• Experience with cloud-based MFT solutions and hybrid architectures.
• Familiarity with automation tools and scripting languages (PowerShell, Python).
• Demonstrated leadership in multi-national, cross-functional teams.
• Knowledge of data privacy and information security regulations beyond healthcare (e.g., PCI DSS).

Key Responsibilities

• To troubleshoot and resolve critical and complex tickets.
• To create the root cause analysis for critical issues/faults (hands on working).
• To implement any necessary preventive measures to reduce future defects.
• To provide technical assistance to the team members in resolving customer issues.
• To execute continuous improvement activities and to improve the team's performance.

Compensation and Benefits

A candidate's pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.