**Introduction** At IBM Software, we transform client challenges into solutions. Building the world’s leading AI-powered, cloud-native products that shape the future of business and society. Our legacy of innovation creates endless opportunities for IBMers to learn, grow, and make an impact on a global scale. Working in Software means joining a team fueled by curiosity and collaboration. You’ll work with diverse technologies, partners, and industries to design, develop, and deliver solutions that power digital transformation. With a culture that values innovation, growth, and continuous learning, IBM Software places you at the heart of IBM’s product and technology landscape. Here, you’ll have the tools and opportunities to advance your career while creating software that changes the world. **Your Role And Responsibilities** The ideal candidate will provide advanced technical support, gather diagnostics, document and troubleshoot time sensitive complex issues for our Sterling integrator suite of products namely: B2Bi, Secure File Transfer (SFT), Connect: Direct, Control Center, Secure Proxy, Sterling File Gateway (SFG). **Key Responsibilities** - Identify and gather required diagnostics required to debug SBI/SFG issues - Analyse complex technical problems using logs, thread dumps, and network traces - Collaborate with all stakeholders (customer, support, development teams and vendors) for issue resolution - Participate in on-call rotation for critical production support - Conduct root cause analysis and implement preventive measures - Train and transfer knowledge to a team of Support Engineers - Willingness to work on shift-based model including weekend and holiday coverage **Preferred Education** Master's Degree **Required Technical And Professional Expertise** **Sterling Expertise** - Minimum 5 years hands-on experience with with IBM Sterling B2Bi, Sterling Connect Direct and sterling implementation and/or application support - Deep understanding of SBI architecture, components, and workflows - Experience with business processes, services, and adapter configurations and troubleshooting - Knowledge in Business Process Modelling Language (BPML) - Knowledge and experience with SBI performance tuning, optimization and debugging - Good experience at collecting and analysing SBI logs, thread-dumps, pcap/network-trace and debugging using queuewatcher. - Proficiency with Sterling (RESTful and SOAP web services). - Knowledge of EDI, JSON and XML message formats **Java Application Development & Support** - Minimum 5 years’ experience developing and/or supporting Java-based enterprise applications - Experience with application servers (Jetty, WebSphere, WebSphere Liberty) - Understanding of Java memory management and garbage collection **Troubleshooting & Debugging Skills** - Expert-level skills in analyzing Java stack traces and identifying root causes - Proficient in capturing and analysing Java thread and heap dumps using tools (jstack, IBM Thread and Monitor Dump Analyzer etc.) and OS commands - Experience analyzing application logs - Strong analytical skills to correlate multiple diagnostic sources(logs, thread/heap dumps, network traces, etc.) **Diagnostics & Problem Resolution** - Proven experience gathering comprehensive diagnostics (application logs, system logs, thread dumps, heap dumps, network traces) - Experience determining which diagnostics are required based on issue symptoms - Ability to reproduce issues in test environments - Skills in creating detailed technical documentation and RCA reports **Database & SQL** - Experience with relational databases (DB2, Oracle, SQL Server, Postgres) used with SBI - Proficiency in writing and optimizing SQL queries for troubleshooting - Understanding of database locks, deadlocks, and performance issues - Experience in reviewing Oracle AWR report. - Analysis of DBExplain Plan. - Basic understanding of NoSQL technology such as MongoDB. **Preferred Technical And Professional Experience** **Network & Protocol Knowledge** - Hands-on experience capturing and analyzing TCP dumps using Wireshark or tcpdump - Deep understanding of network protocols: HTTP/HTTPS, FTP/SFTP, AS2, SMTP - Ability to troubleshoot SSL/TLS handshake issues and certificate problems - Knowledge of network routing, firewalls, and load balancers in B2B contexts **Additional Technical Skills** - Experience with Linux/Unix and Windows server environments - Knowledge of shell scripting and batch scripting - Understanding of integration patterns and EDI standards (X12, EDIFACT) - Exposure to containerization (Docker, Kubernetes)