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.
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)