ITSM Architecture and Design

The MOVEit Transfer & Automation Support Engineer is responsible for the day-to-day support, administration, and continuous improvement of the organization's Managed File Transfer (MFT) platform built on Progress MOVEit Transfer and MOVEit Automation. This role spans three layers of support: resolving end-user issues related to file transfers and access, maintaining and configuring the MOVEit application stack, and supporting infrastructure-level architecture changes and migration activities (including version upgrades, server/OS migrations, and on-prem-to-cloud transitions). The ideal candidate combines strong troubleshooting skills with hands-on MFT administration experience and the ability to collaborate across infrastructure, security, and application teams during migration and upgrade initiatives.

1. End-User Support

• Act as first and second-level point of contact for business users experiencing issues with MOVEit Transfer web interface, desktop/SFTP clients, or automated file exchange workflows.
• Troubleshoot and resolve failed or delayed file transfers, login and authentication failures, and folder/permission access errors.
• Manage end-user account lifecycle: provisioning, de-provisioning, password resets, and multi-factor authentication (MFA) setup.
• Own and work assigned tickets in the ITSM queue (e.g., ServiceNow, Remedy) within defined SLAs, ensuring timely communication and resolution.
• Liaise with business stakeholders and external trading partners to clarify transfer requirements, provide status updates, and explain root cause of incidents.
• Create and maintain end-user documentation, FAQs, and knowledge base articles to reduce recurring support requests.
• Conduct basic training/onboarding sessions for new users and departments adopting the MFT platform.

1. Application-Level Support

• Monitor health, availability, and performance of MOVEit Transfer and MOVEit Automation servers, including job/task queues and failed transfer alerts.
• Configure, maintain, and troubleshoot MOVEit Automation workflows/tasks, including PGP encryption/decryption steps, file processing scripts, and conditional logic.
• Manage SSL/TLS and PGP certificates used for secure transfers, including tracking expirations, renewals, and rotation.
• Apply patches, hotfixes, and version upgrades to MOVEit Transfer and MOVEit Automation in line with vendor (Progress Software) release cycles and internal change control.
• Configure and support integrations with internal and external systems over SFTP, FTPS, AS2, and REST/SOAP APIs.
• Administer user roles, groups, organizational policies, and folder-level permissions within MOVEit in accordance with least-privilege and compliance requirements.
• Analyze application and transfer logs to identify root cause of task failures, performance degradation, or security anomalies.
• Perform configuration backups, restores, and validate application-level disaster recovery / high-availability failover between primary and DR MOVEit instances.
• Participate in Change Advisory Board (CAB) reviews for all application-level changes, ensuring proper documentation, testing, and rollback plans.
• Support internal and external audits by providing evidence of access controls, encryption standards, and transfer logs.

1. Infrastructure-Level Architecture & Migration Support

• Support infrastructure architecture reviews, capacity planning, and environment sizing for MOVEit deployments across on-premises and cloud (Azure/AWS) environments.
• Participate as a technical contributor in migration projects such as MOVEit version upgrades, Windows Server/OS upgrades, SQL Server database migrations, and on-prem-to-cloud (or MOVEit Cloud) transitions.
• Coordinate with infrastructure, network, security, and database administration teams on server provisioning, load balancer and firewall configuration, and DNS changes required for migrations.
• Contribute to and maintain architecture documentation, including High-Level Design (HLD) / Low-Level Design (LLD) documents, network diagrams, and disaster recovery / business continuity plans.
• Develop and execute migration runbooks and cutover plans, including pre-migration readiness checks and post-migration validation/smoke testing.
• Support decommissioning of legacy MOVEit servers and environments following successful migration and validation.
• Ensure migration and architecture activities comply with organizational security standards, including encryption at rest and in transit, network segmentation, and access control policies.
• Support periodic disaster recovery (DR) testing and business continuity exercises for the MOVEit infrastructure footprint.
• Support High Availability (HA) migration activities, including HA cluster setup/reconfiguration, node failover testing, and validation of load-balanced MOVEit environments during upgrades or infrastructure moves.

Required Technical Skills

• Hands-on administration experience with MOVEit Transfer and MOVEit Automation (or comparable MFT platforms such as GoAnywhere, IBM Sterling, Axway).
• Strong working knowledge of file transfer protocols: SFTP, FTPS, HTTPS, and AS2.
• Windows Server administration and IIS configuration/troubleshooting.
• SQL Server database administration fundamentals (MOVEit's backend database).
• Scripting experience with PowerShell (or similar) for automation and task remediation.
• PGP encryption and SSL/TLS certificate lifecycle management.
• Foundational networking knowledge: firewalls, load balancers, DNS, and network segmentation.
• Exposure to cloud platforms (Azure and/or AWS) relevant to infrastructure migration projects.
• Familiarity with ITSM tools (ServiceNow, Remedy) and ITIL-aligned incident, problem, and change management processes.