Team Lead - Value added Support

Key Responsibilities

• Lead 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.
• 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.

Education

Bachelor’s or Master’s in Computer Science, Software Engineering, or a related field.

Experience

7–8 years, with 1–2 years in a leadership role

. Understanding of networking concepts and security best practices.

Location:
Karachi

Job Type: Full-time

Work Location: In person