UA-38029002-1

Job Description:

  • To manage the Support & Release Management team

  • To be responsible for up-time and health of all Tabsquare systems and services operating in production environment.

  • Responsible for overseeing maintenance works (minor change request) and bug fixing on all systems running in production environment.

  • To manage a team of Support engineers (in rotating shifts) and also Release engineers (DevOps).

  • To resolve customer issues/incidents, including identifying software defects, working through integration issues and driving forward solutions to various application performance

  • Handle internal and customer escalations timely to drive or turnaround positive customer satisfaction

  • Manage internal handover contracts between development units or project teams

  • To oversee and ensure resolution of issue (support tickets) until completion, within the SLA

  • Provide technical leadership to team members through coaching and mentoring

  • To provide timely update to management and business partners regarding critical outages until resolution

  • Drive the implementation of monitoring tools and automation including integration to customer service helpdesk systems.

  • To plan and manage all oversee all system deployments to production environment including publishing of mobile apps to App Stores

  • Employ best practices in managing system deployments, rollbacks and in handling support crises.

Requirements:

  • Min 5 years of experience in a similar role.

  • Must have experience managing or leading a small team (3 - 10 team members)

  • Have minimum 3 years hands-on programming experience in any programming language.

  • Must have strong knowledge in both RDBMS and NoSQL database platforms. Hands-on experience with MySQL and PostgreSQL is an advantage.

  • Highly customer focused and result oriented

  • Experience with AWS / GCP and its suite of cloud solutions is a big plus point.

  • Analytical and able to confidently make informed decisions when necessary

  • Self motivated and able to work independently

  • Industry knowledge in Retail / E-commerce will be an advantage

  • Excellent communication and interpersonal skills.

  • Must be highly proficient in English (written and spoken)