- 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
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