Lead EDI Service Operations

Overview

Lead the production EDI service operations for the US market across Sterling B2B Integrator, Axway B2Bi and Lightwell, supporting the EDI Service Operations Manager in ensuring reliable, secure, SLA-driven support.

What you'll do

• Support the EDI Service Operations Manager in driving day-to-day production support and operational continuity for the US EDI environment.
• Help define, implement and improve standard operating procedures, runbooks, escalation models and service support practices.
• Track team activities, operational events and support metrics to ensure timely issue response and adherence to SLAs.
• Guide team members in monitoring, triaging, troubleshooting and resolving EDI production issues accurately and efficiently.
• Ensure effective shift handovers, incident tracking and communication discipline across the support team.
• Lead and support investigation of production issues including transaction failures, delayed processing, file delivery issues, mapping problems, connectivity issues and application-to-application integration failures.
• Coordinate issue resolution with internal technical teams, external service providers and trading partners.
• Help manage high-priority incidents and ensure clear stakeholder communication, status updates and escalation handling.
• Drive root cause analysis for recurring incidents and help implement corrective and preventive actions.
• Provide functional and technical support across IBM Sterling B2B Integrator, Axway B2Bi and Lightwell B2B Framework environments.
• Monitor production EDI transaction processing and investigate failed or delayed inbound and outbound flows.
• Support business-critical transaction types and ensure timely receipt, processing and delivery of EDI documents.
• Analyze transaction, mapping, workflow, file transfer and partner communication issues across multiple platforms and environments.
• Assist with production validation and controlled support for partner onboarding, setup changes and operational readiness activities.
• Work closely with business users, partners, vendors and internal support teams to drive resolution of production issues.
• Coordinate with service providers and external trading partners to ensure delivery commitments and SLA expectations are met.
• Support onboarding activities by improving partner setup processes, validation steps and supporting tools.
• Maintain strong communication with US stakeholders and business teams regarding production health, issue progress and risks.
• Identify opportunities to improve support workflows, tools, reporting and team efficiency.
• Help define and refine monitoring rules, alert handling processes and issue categorization standards.
• Contribute to documentation updates including SOPs, troubleshooting guides, escalation procedures and knowledge articles.
• Support process optimization initiatives for production support, onboarding and service management practices.
• Collaborate with other EDI and integration teams on day-to-day support needs and project-related activities.

What you'll need

• Bachelor's degree in computer science, Information Technology or a related discipline, or equivalent relevant work experience.
• 10+ years of experience in EDI / B2B integration implementation, production support and service operations.
• Strong hands-on experience with IBM Sterling B2B Integrator and/or Axway B2Bi.
• Strong experience handling EDI formats including ANSI X12 and EDIFACT.
• Experience troubleshooting SAP IDOC and related data or integration issues.
• Experience supporting and maintaining business flows, transaction routing, partner connectivity and production issue resolution in EDI ecosystems.
• Experience working in a 24x7 production support model with shift-based operations and escalation ownership.
• Solid understanding of EDI production support processes, support structures, incident handling, SLA management and ticketing tools such as ServiceNow.
• Understanding of shared mailbox support, operational queues and structured triage processes.
• Knowledge of enterprise application integration and production data flow dependencies.
• Experience analyzing and reporting transaction failures, file delivery failures and data exchange issues.
• Understanding of EDI transactions, B2B integrations, business process development and mapping support.

Nice to have

• Prior experience supporting Axway-based data exchange environments.
• Experience with Lightwell B2B Framework.
• Working knowledge of ITX mapping concepts.

Details

• Location: Pune, India.
• Reports to the EDI Service Operations Manager.
• Requires support of a 24x7 rotating roster including early mornings, day shifts, night shifts, weekends and holidays.
• Full time employment.