Assistant Manager - EDMS

TechSurge Inc; Karachi Division; On-site; PKR 1,200,000 - 1,800,000; Full time

Job summary

TechSurge Inc. is seeking an experienced Production Support specialist for the EDMS application in Karachi.

You will own end-to-end production support, ensuring system stability, uptime, and reliability, while proactively monitoring health and driving permanent fixes with cross-functional teams. You will coordinate with development, infrastructure, and vendors to resolve incidents, maintain RCA documentation, and keep stakeholders informed with clear communications.

Qualifications

• 3–5 years hands-on experience in Application Production Support (BAU focused).
• Proven ability to raise alerts and coordinate remediation with business and technical teams.
• Strong English communication, both written and verbal.
• Experience with automation tools and incident/problem/change management processes.

Responsibilities

• Take end-to-end ownership of EDMS production support, ensuring system stability, uptime, and reliability.
• Monitor system health, identify recurring issues, and implement permanent fixes with technical teams.
• Resolve incidents and service requests within SLAs and coordinate with vendors.
• Maintain documentation of incidents, RCA reports, and knowledge articles for continuous improvement.
• Communicate incident status, risks, and impact clearly to stakeholders.

Skills

Stakeholder coordination

English communication

Shift-based work

Problem solving

Documentation

Tools

Microsoft Power Automate

DIGITAL WORKERS

Job description

• Take end‑to‑end ownership of the EDMS application's production support, ensuring system stability, uptime, and reliability.
• Monitor system health proactively, identify recurring issues, and drive permanent fixes in collaboration with technical teams.
• Ensure timely response and resolution of incidents, service requests, and operational issues within agreed SLAs.
• Review vendor performance and ensure value delivery aligned with SLA and platform requirements.
• Perform detailed analysis of incidents and problems, identify root causes, and implement preventive actions to avoid recurrence.
• Coordinate with development, infrastructure, and vendor teams to ensure effective resolution of complex technical issues.
• Maintain accurate documentation of incidents, RCA reports, and knowledge articles to support continuous improvement.
• Collaborate closely with business users, product owners, and technology teams to understand issues, communicate updates, and manage expectations.
• Ensure clear, concise, and timely communication regarding incident status, risks, and impact.
• Build strong working relationships with internal teams and external vendors to support smooth issue resolution.
• Ensure all production support activities comply with regulatory controls, audit requirements, and internal risk guidelines.
• Maintain operational discipline by following defined PMO, QMS, and architecture standards.
• Identify risks related to data security, application stability, and system availability, and ensure appropriate mitigation steps.
• Identify opportunities to streamline support processes, reduce manual effort, and improve turnaround times.
• Contribute to automation initiatives, monitoring enhancements, and process improvements.
• Track platform performance, incident trends, and recurring issues, and propose corrective actions to enhance system performance.
• Support requirement gathering for fixes, enhancements, and regulatory changes by providing production insights and validating feasibility.
• Assist project teams by verifying functional correctness, solution completeness, and alignment with business needs before deployment.
• Participate in UAT, release validation, and change readiness activities to ensure smooth production deployment.
• Adhere to Agile and modern engineering practices while supporting continuous delivery and deployment cycles.
• Maintain high-quality documentation, including SOPs, support guides, workflow diagrams, and configuration details.
• Ensure adherence to best practices in monitoring, alerting, logging, and operational reliability.
• Work with vendor teams to ensure timely delivery of fixes, updates, and support escalations.

Required Experience and Skills:

• Willing to work in rotational shifts.
• 3 to 5 years of hands‑on experience in Application Production Support, including support for DIGITAL WORKERS (automation bots) and related technologies.
• Exposure to BAU (Business-As-Usual) support activities with strong focus on system stability, issue resolution, and stakeholder coordination.
• Experience working in shift-based or on-call support models to ensure SLA adherence.
• Good understanding of Microsoft Power Automate and DIGITAL WORKERS operational workflows.
• Knowledge of identifying and raising alerts on application risks, failures, and performance anomalies.
• Ability to coordinate and support patching cycles, vulnerability remediation, and environment maintenance.
• Capable of performing volume-metric analysis to assess application performance, capacity utilization, and system scalability.
• Familiarity with incident, problem, and change management processes within production environments.
• Reasonable proficiency in English communication, both verbal and written, to coordinate effectively with business users and technical teams.
• Ability to engage with business users during BAU activities, clarifying issues, gathering inputs, and supporting daily operations.
• Ability to raise timely alerts and provide clear communication on risks, performance gaps, or potential disruptions.