Principal Software Support Engineer-II

Principal Software Support Engineer-II (L3)

• 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
  
  
  • 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
    
    
  Requirements
  • 6+ years of experience in leading technical support teams, managing escalations, driving root cause analysis, and implementing process improvements in high-availability software environments.
  • Must have higher secondary school certificate (HSC), along with associate diploma (3 Years) in information technology or Bachelor of Computer Science, computer engineering or equivalent discipline
  • Proficient in SQL query writing
  • Experience with reading and analyzing logs from various sources, including tools like Serilog and Splunk or similar tools
  • Basic understanding of microservices architecture principles, architectural challenges & logging issues
  • Basic knowledge of Queue services such as RabbitMQ or similar queue management tools
  • Should have familiarity with C# and JavaScript code to recognize fundamental issues
  • Strong communication skills, with the ability to communicate technical information to both technical and non-technical stakeholders
  • Strong analytical and problem-solving skills, capable of diagnosing and resolving complex technical issues effectively
  • Hands on Experience with support tools and technologies, such as ticketing systems, CRM software, and remote support tools
  • Solid understanding of software development methodologies and the software development lifecycle (SDLC)
  • Strong interpersonal, written, and verbal communication skills, with a demonstrated commitment to fostering inclusivity and respect within teams
  • The ability to work comfortably in a fast-paced, deadline-oriented, agile environment, while promoting a culture of equity and support
  • Self-motivated, quick learner, and responsive team player with solid leadership, problem-solving, debugging, and analytical skills
    
    
  Benefits
  • Competitive salary
  • Fuel Card
  • Health benefits
  • Professional development opportunities
  • Inclusive work culture & much more
  Seniority level
  • Seniority levelMid-Senior level
  Employment type
  • Employment typeFull-time
  Job function
  • Job functionInformation Technology
  • IndustriesIT Services and IT Consulting

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