Principal Software Support Engineer-II (L3) @ Pakistan Single Window (PSW)

Description 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.