Assistant Manager - EDMS

Techsurge Private Limited; Karachi Division; On-site; PKR 1,200,000 - 1,800,000; Full time

Job summary

Techsurge Private Limited is seeking an experienced Production Support professional for EDMS platforms in Karachi. You will own end-to-end production support, monitor system health, and drive fixes with cross-functional teams to ensure uptime and reliability.

You will respond to incidents within SLAs, review vendor performance, and maintain thorough documentation for RCA and knowledge work. Strong English communication and BAU focus are essential for success.

Qualifications

• 3 to 5 years of hands-on experience in Application Production Support.
• Experience with DIGITAL WORKERS (automation bots) and related technologies.
• Exposure to BAU support activities with focus on system stability and SLA adherence.
• Shift-based or on-call support to ensure SLA compliance.
• Proficient English communication with business and technical teams.

Responsibilities

• Take end-to-end ownership of the EDMS application's production support.
• Monitor system health, identify issues, and drive permanent fixes with teams.
• Respond to incidents and service requests within agreed SLAs.
• Review vendor performance and value delivery against SLA and platform needs.
• Document incidents, RCA reports, and knowledge articles for improvements.
• Coordinate with dev, infra, and vendors for complex issue resolution.
• Maintain clear communications on incident status, risks, and impact.

Skills

Application Production Support

Shift-based support

Microsoft Power Automate

Digital Workers

Stakeholder coordination

English communication

Tools

Incident management tools

Monitoring tools

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.