
Principal Software Support Engineer-II
3 weeks ago
- 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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Principal Software Support Engineer-II
3 weeks ago
Karachi, Sindh, Pakistan Pakistan Single Window (PSW) Full timePrincipal Software Support Engineer-II (L3)Manage a team of software support specialists, ensuring timely and effective issue resolution and stakeholder communicationReview, analyze, and ensure the timely resolution of software issues escalated from the L2 Support Team, documenting lessons learned and preventive actionsMonitor and analyze production...
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Software Engineer II
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