MFT – Mandatory
Act as the L3 support contact.
Analyze the incident management, Service requests, Change management, and problem tickets in Service Now related to the China MFT.
Provide timely support according to the SNow demand which can be resolved from the MSD China in-house MFT environment such as file transfer routing technical configuration, monitoring or file operation.
Engage the L2 support AMS team to reach OpenText for issues that require further configuration in SaaS or troubleshooting for a end-to-end solution.
Act as the internal tech support contact with OpenText, work with the MSD infra teams to optimize the China MFT infra and apply the patches/enhancements if any
Other – Nice to have
Provide on-demand API monitoring/logging to local product team stakeholders.
Provide timely tech support as the bridge with the global API support team to drive the on-going demand well addressed and issue resolved, such as infra-related blockers.
Act as the back-fill API developer of the China API onboard.
Maintain the tech knowledge base of system integration localized for the China market - APIs, microservices, orchestration, messaging, etc. Proceed with hands-on PoC/demo to promote to the local divisional IT stakeholders.