Principal Software Support Engineer-II

3 weeks ago

Karachi, Sindh, Pakistan Pakistan Single Window Full time
  • Manage a team of software support specialists, ensuring timely and effective issue resolution and stakeholder communication.
  • Review, analyze, and ensure the timely resolution of software issues escalated from the L2 Support Team, documenting lessons learned and preventive actions.
  • Monitor and analyze production incidents to identify trends, root causes, and areas for process improvement.
  • Collaborate with DevOps, Systems, Networks, L2 Support, and Database Administration teams to ensure that production issues are tracked, prioritized, and resolved efficiently.
  • Liaise with Product Development and Product Testing teams to identify and prioritize product enhancements and bug fixes based on stakeholder feedback and self-identification.
  • Ensure effective communication and coordination with relevant teams to manage production, support lifecycles and deploy reliable software solutions.
  • Analyze transactional system databases after release deployments to identify any data inconsistencies or damage.
  • Plan and execute corrective actions while ensuring full data integrity is restored and maintained.
  • Maintain a centralized repository of reported issues, root cause analyses, and affected transactions.
  • Support release and change management processes while maintaining up-to-date documentation, troubleshooting guides, and knowledge repositories to enhance team efficiency and issue resolution.
  • Prepare and publish monthly software defects and support performance reports for relevant stakeholders.
  • Develop and maintain in-depth knowledge of PSW software applications (e.g., PCS) and remain updated on new releases and features.
  • Promote best practices in software support and encourage continuous improvement and learning within the team.
  • Provide technical expertise, mentorship, and guidance to team members to enhance overall support capabilities.
  • Perform any other duties assigned by the Line Manager to enhance the efficiency and quality of the software support function.
  • Define and monitor SLAs and KPIs for support operations, ensuring service quality, performance tracking, and stakeholder satisfaction.
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