IBM Sterling File Gateway; SFG Support Engineer

Position: IBM Sterling File Gateway (SFG) Support Engineer
Job Description

Job Title:

IBM Sterling File Gateway (SFG) Support Engineer

Work Model: Hybrid

Location: Toronto

Role Overview

We are seeking an experienced IBM Sterling File Gateway (SFG) Support Engineer to provide Level 2 production support and operational management for managed file transfer (MFT) systems. The role focuses on maintaining secure, reliable file transfer operations, supporting trading partners, resolving incidents within SLA, and collaborating with cross-functional teams in a hybrid work environment.

Key Responsibilities

• Create and update Trading Partners
  , routing rules, service configurations, adapters, and business processes in IBM Sterling

• Support deployment activities including code changes, map updates, and business process (BP) modifications

• Monitor Sterling file transfer flows, queues, business process execution, system health, and availability

• Perform root cause analysis and resolve incidents within defined SLA timelines

• Handle and manage escalated production incidents

• Manage encryption and security configurations (PGP, SSL, SSH, certificates)

• Provide Level 2 production support for IBM Sterling File Gateway and related MFT components

• Participate in rotational 24/7 on-call support for production environments

• Collaborate with infrastructure, application, and security teams to ensure seamless operations

• Maintain technical documentation and standard operating procedures (SOPs)

• Participate in change management processes using Service Now

Required Skills & Experience
Technical Skills

• Strong hands-on experience with IBM Sterling File Gateway (SFG)

• Experience with
  IBM B2B Integrator
  , CCM, SSP-CM, and SEAS

• Strong knowledge of file transfer protocols
  : FTP, SFTP, FTPS, HTTPS, AS2

• Proficiency in Unix/Linux environments and shell scripting

• Experience using Dynatrace for monitoring and log analysis

• Solid understanding of MFT security concepts
  , including encryption and authentication

Tools & Platforms

• Experience with
  Service Now for incident and change management

• Exposure to container platforms such as Open Shift (nice to have)

• Familiarity with Dev Sec Ops  tools such as Git Hub

• Experience with
  YAML configuration files

Soft Skills

• Strong troubleshooting and analytical skills

• Ability to work effectively in high-pressure production support environments

• Excellent communication and collaboration skills

• Strong documentation and process-oriented mindset

Requirements
Experience (Years): 4-6 Essential

Skills:

• Work with project teams throughout the organization to design, implement, and manage CDN infrastructure using Akamai, to ensure high availability, performance, and scalability for customer facing applications and business processes.
• Handle multiple priorities and assignments with excellence and precision.
• Be a part of a 24/7/365 organization (some after hours support is expected as part of normal on-call rotation).
• Directly support line of business development teams, provide guidance to them on implementation and changes for customer facing applications
• Develop and maintain security protocols and measures to protect CDN infrastructure from cyber threats.
• Monitor and analyze network performance, identifying and resolving issues to optimize content delivery of critical applications.
• Collaborate with cross-functional teams to integrate Akamai CDN solutions with existing systems and applications.
• Collaborate with information security teams to implement DDoS protection strategies and other security measures in the CDN.
• Provide technical support and guidance to clients and internal teams regarding CDN and security best practices.
• Work closely with vendor and professional service teams on delivery related activities and strategy.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field. OR similar work experience.
• Strong understanding of network protocols (HTTP/HTTPS, DNS, TCP/IP).
• Proven experience as a CDN Engineer or similar role, with a strong focus on cybersecurity.
• In-depth knowledge of Content Delivery Network technologies, including caching, load balancing, and content optimization.
• Excellent problem-solving skills and attention to detail.
• Strong communication and teamwork abilities.
• Experience supporting 24/7/365 customer facing applications at enterprise scale.
• Awareness and experience with cybersecurity tools and practices, such as firewalls, intrusion detection/prevention systems, and encryption.
• Proficiency in scripting and automation (e.g., Python, Bash) a plus.
• Relevant certifications (e.g., CISSP, CEH) are a plus but not required.