Production Support Specialist

We are seeking a highly skilled Production Support Specialist with expertise in file transfer management, particularly in B2B integrations and Medicaid/Medicare data exchanges. The ideal candidate will have hands‑on experience with Axway B2

Bi, IPSwitch/WSFTP, ULTRAEDIT, Sentinel Web dashboard, and CFT. This role involves managing manual file transfers, troubleshooting, and ensuring the smooth operation of critical healthcare data workflows. The specialist will be responsible for maintaining data integrity, monitoring transfers, resolving issues, and communicating system status effectively. Additionally, they will support data quality, create file transfer scripts, and escalation of issues when needed.

• Perform manual file transfers for Medicaid and Medicare data using Axway B2
  
  Bi and IPSwitch/WSFTP.
• Manage file transfer operations, including zipping/unzipping, renaming, and processing of data files.
• Ensure correct transfer, processing, and delivery of files without data loss or corruption.
• Utilize Axway B2
  
  Bi for secure and compliant business‑to‑business integrations.
• Monitor file transmission, troubleshoot issues, and escalate problems as needed.
• Use Sentinel Web dashboard to track file transfer statuses and ensure SLA compliance.
• Generate alerts and notifications for successful or failed transfers.
• Perform critical file operations such as unzipping and renaming files.
• Lead and prioritize the Application Support team's workload.
• Coordinate and improve problem management activities across all support teams.
• Ensure timely completion of incident resolution and root‑cause analysis.
• Maintain a knowledge base of known support issues and resolutions.
• Create and maintain an application support service catalog.
• Implement application monitoring mechanisms and performance tuning processes.
• Provide input for implementation, backup, and rollback plans.
• Publish daily and weekly status reports to stakeholders.
• Handle critical customer escalations and lead resolution of major incidents.
• Mentor new team members and ensure effective knowledge transfer.

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• 4+ years of experience in production support, specializing in file transfer management for Medicaid/Medicare data.
• Proficiency in Axway B2
  
  Bi for business‑to‑business file exchanges.
• Hands‑on experience with IPSwitch/WSFTP, ULTRAEDIT, CFT, and Sentinel Web dashboard.
• Strong file management skills, including zipping/unzipping, renaming, and data integrity validation.
• Knowledge of manual file transfer protocols for healthcare data exchanges.
• Experience with Unix/Linux shell commands and batch scripting for automation.
• Solid understanding of file encryption and secure file transfer protocols.
• Experience with incident management tools such as Service Now (SNOW).
• Familiarity with databases like SQL Server, Oracle, or MySQL for troubleshooting data‑related issues.
• Strong analytical and troubleshooting skills.
• Excellent communication and stakeholder management abilities.

Richmond, Virginia - Remote