Senior Software Support Manager

1 week ago

Karachi, Sindh, Pakistan beBeeSoftwareManager Full time 6,000,000 - 8,500,000

Job Overview

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  • Leadership and Team Management
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  • As a Senior Software Support Manager, you will lead a team of software support specialists in resolving technical issues effectively and efficiently.
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  • The ideal candidate will be responsible for reviewing, analyzing, and resolving escalated software issues, documenting lessons learned and preventive actions.
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  • Analyzing production incidents to identify trends, root causes, and areas for process improvement is also key.
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  • Collaboration with cross-functional teams such as DevOps, Systems, Networks, L2 Support, and Database Administration is necessary for ensuring efficient resolution of production issues.
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  • Liaising with Product Development and Product Testing teams to prioritize product enhancements and bug fixes based on stakeholder feedback and self-identification is crucial.
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  • Effective communication and coordination with relevant teams are vital for managing production and support lifecycles, deploying reliable software solutions.
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  • Transaction system database analysis after release deployments to identify any data inconsistencies or damage is another responsibility.
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  • Plan and execute corrective actions while maintaining full data integrity is essential.
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  • Maintain a centralized repository of reported issues, root cause analyses, and affected transactions.
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  • Support release and change management processes, ensuring up-to-date documentation, troubleshooting guides, and knowledge repositories.
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  • Prepare and publish monthly software defects and support performance reports for relevant stakeholders.
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  • Develop and maintain in-depth knowledge of PSW software applications (e.g., PCS) and stay updated on new releases and features.
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  • Promote best practices in software support and encourage continuous improvement and learning within the team.
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  • Provide technical expertise, mentorship, and guidance to team members to enhance overall support capabilities.
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  • Define and monitor SLAs and KPIs for support operations, ensuring service quality, performance tracking, and stakeholder satisfaction.

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