Middleware Support Analyst

Job Title: Middleware Support Analyst

Remote

Duration: 6 Months with possibility of extension.

Job Summary:

IRG Clients is seeking an experienced Middleware Support Analyst/Production Support Analyst to support and maintain mission-critical enterprise applications in a fast-paced production environment. This role is responsible for monitoring system health, managing incidents, troubleshooting integration issues, and ensuring the reliability of production systems. The ideal candidate will have strong experience in production support, middleware technologies, incident management, and operational excellence.

Key Responsibilities:

• Monitor and support production applications, interfaces, and infrastructure to ensure high availability and system reliability.
• Lead triage and resolution of Severity 1, 2, 3, and 4 production incidents while coordinating with technical teams and stakeholders.
• Troubleshoot and support IBM DataPower, IBM MQ, Managed File Transfer (MFT), EDI X12 transactions, and middleware integrations.
• Analyze application logs and performance metrics using Splunk and other monitoring tools.
• Manage incidents, service requests, and problem records through ServiceNow and Jira.
• Perform root cause analysis (RCA) and implement preventive measures to reduce recurring production issues.
• Support production deployments, operational readiness activities, and release validation.
• Investigate data-related issues using SQL and assist with batch processing and file transfer troubleshooting.
• Develop and maintain operational procedures, production support documentation, and troubleshooting guides.
• Collaborate with development, infrastructure, business, and vendor teams to ensure smooth operations and issue resolution.
• Drive continuous improvement initiatives through automation, scripting, and process optimization.

Required Skills:

• Strong experience in Production Support and Incident Management
• IBM DataPower, IBM MQ, and Managed File Transfer (MFT)
• Splunk monitoring and log analysis
• EDI X12 transaction processing and troubleshooting
• SQL query development and data analysis
• Experience handling SEV 1, SEV 2, SEV 3, and SEV 4 incidents
• ServiceNow and Jira for incident and change management
• Linux troubleshooting and operational support
• Root Cause Analysis (RCA) and problem management
• Excellent communication and stakeholder management skills
• Preferred Qualifications:
• Experience supporting large-scale healthcare, Medicaid, or government systems
• Knowledge of EDI healthcare transactions, including 270/271
• Experience with automation, scripting, and operational process improvements
• Strong understanding of enterprise integration and middleware technologies