Lead VAS Support

Experience:
■ 4–5 years of experience, with 2–4 years in a leadership role.

Education:
■ Bachelor’s or Master’s in Computer Science, Software Engineering, or related field.

Desired Competencies:
■ Expertise in software support operations and implementation projects.
■ Proficient in SQL, application servers, and enterprise software.
■ Skilled in Agile and Waterfall project management methodologies.
■ Strong analytical, problem-solving, and decision-making abilities.
■ Excellent communication, client management, and leadership skills.
■ Solid understanding of ITIL and incident/change management processes.

Job Description:
■ Lead and manage L1–L3 software support operations.
■ Oversee incident handling, root cause analysis, and issue resolution.
■ Coordinate with development on complex issues, releases, and patches.
■ Maintain support documentation, SOPs, and knowledge base.
■ Ensure compliance with security, audit, and change policies.
■ Plan and execute client software implementation projects.
■ Manage requirements, UAT, go-live, and post-deployment support.
■ Serve as primary client escalation and relationship manager.
■ Collaborate on new business opportunities and service improvements.
■ Mentor and develop team members, driving performance and excellence.

Location: Karachi

Interested candidates may apply at: jobs@innovative-pk.com and mention position in the subject line.

Work Location: In person