IT Application Services Senior Specialist (Workato)

About Toll Group

At Toll, we do more than just logistics - we move the businesses that move the world. Our 16,000 team members can help solve any logistics, transport, or supply chain challenge - big or small. We have been supporting our customers for more than 130 years. Today, we support more than 20,000 customers worldwide with 500 sites in 27 markets, and a forwarding network spanning 150 countries. We are proudly part of Japan Post - www.tollgroup.com

• Incident management activities including diagnosis and resolution for failed, delayed, or erroneous integrations.
• Workato recipe support, including retries, configuration fixes, and error handling.
• Connector configuration and credential management within Workato.
• Application-layer support for API, AS2, SFTP, and file-based integrations executed via Workato.
• Monitoring of Workato platform health, recipes, and job executions. Setting up alerts and alert-based incidents in SNOW for Critical alerts
• Managing Service account & certificate renewals, IP whitelisting changes as per requirements
• Participating in HA/DR activities and producing HA/DR test results
• Change management activities including break-fix and minor configuration changes for onboarded customers.
• Release support for Workato recipe changes (non-infrastructure).
• Problem management activities including root cause analysis (RCA) and preventive actions for P1 & P2.
• Service request management activities like any request for information, etc.
• Knowledge management - Knowledge base (KEDB) creation and maintenance.
• Coordination with AWS MS / Infrastructure teams and escalation to Workato OEM support as required.
• Vulnerability Management - fixing vulnerabilities as per the SLAs recommended by the Toll Security team
• Participation in weekly and monthly service reviews/governance forums.
• Support any minor changes or enhancements (< 40 p-hrs) - for onboarded customers on Workato Platform
• Patching support for non-prod and prod servers
• Managing Workato platform configuration (OPA)
• Managing OnPrem Agent (OPA) Upgrade and configuration
• Managing SFTP users and directory structures/creation requests
• Managing S3 bucket structure and lifecycle rules
• Managing IAM roles and policies related to Workato and MFT
• Managing Secrets and key usage within integration scope
• Ownership of overall Workato/AWS transfer family ecosystem

PRE-REQUISITES:

• Total 8-10 years of Integration L3 Support (WebMethods/BizTalk) experience with 2+ years of hands-on experience on Workato integration
• Sound understanding of AWS Transfer Family (S3 bucket, troubleshooting in AWS by using CloudWatch logs, etc.)
• Willingness to work in Shift
• At least 4 years of experience creating design documents, training documents, KM documents, test cases and deployment plans for Change Requests/Enhancements
• Should be well conversant with different types of incidents/service requests in Integration Support engagements
• High-level knowledge of Cloud, Servers, Network and other IT Infrastructure
• Highly analytical in problem solving with the ability to apply innovative thinking
• Nice to have - Experience in service management tools like ServiceNow (SNOW)
• Nice to have - Experience in case management with product vendors
• ITIL Certification (advantageous)
• Outstanding interpersonal skills
• Exceptional communication skills

What moves you?

At Toll, you can help play a vital role in delivering what matters. From food, fuel, medicine and rescue services, we keep businesses and communities thriving. Every day brings change. We see that as an opportunity. To be curious. To ask the right questions. And build meaningful connections. Because finding new ways to solve problems is what we do. With a bold vision to expand our global reach, our 16,000+ people bring a passion for progress. We collaborate in friendly, caring teams, supported by approachable leaders who give us the autonomy to quickly make decisions with impact. Learn and grow with industry-leading training, alongside talented experts. Feel empowered to take on diverse challenges and new responsibilities to move you, our customers, and our world further.

Are you excited about this role but are concerned you don’t meet all the requirements? If you have similar skills and are willing to learn then we encourage you to apply anyway. We know that some people hesitate to apply for jobs unless they meet every single qualification. At Toll, we value a diverse, inclusive and authentic workplace, so if you’re interested in this role but your past experience doesn’t align perfectly then please talk to us - you may be just the right candidate for this or other roles we have coming up.

At Toll everyone is welcome including those of all ages, ethnicities, genders and abilities.

To find out more about us visit www.careers.tollgroup.com