Manager/Lead - EDMS (Production Support Digital Platform)

TechSurge Inc; Karachi Division; On-site; PKR 1,800,000 - 2,800,000; Full time

Job summary

TechSurge Inc in Karachi, Pakistan is seeking an experienced Production Support lead to manage L1/L2 support for the EDMS platform. The role requires hands-on experience with Weblogic Webserver, Oracle database, Java, and Unix/Linux, and managing a mixed onshore/offshore team.

The ideal candidate will handle incident escalation, generate status reports, coordinate patches, and maintain SLA-driven operations while liaising with business users and technology teams to ensure smooth delivery.

Qualifications

• 6-8 years in production support for applications.
• Experience managing a diverse team (onshore/offshore/vendor).
• Strong English communication and reporting skills.
• Experience with L1/L2 production support and incident handling.
• Familiarity with Weblogic, Oracle DB, Java, and Unix/Linux.
• Able to work in shifts and support SLA requirements.
• Capable of coordinating patching and vulnerability remediation.

Responsibilities

• Provide L1/L2 production support for EDMS applications.
• Lead and coordinate a diversified onshore/offshore team.
• Prepare periodic and ad-hoc status reports and incident notifications.
• Maintain alerts via phone, email, and incident tickets to the process teams.
• Collaborate with business users and Tech Teams for data exchanges and requirements.
• Ensure alignment with PMO, QA, risk, and architecture guidelines.
• Participate in regulatory controls and audit requirements for security and downtime.

Skills

Production support

Team management

English communication

On-call availability

Report generation

Stakeholder liaison

BAU activities

Alert management

Attention to downtime risks

Tools

Weblogic Webserver

Oracle database

Java

Unix/Linux

Excel

PowerPoint

Job description

Job Description

Provide Production Support for Digital Platform (EDMS/BAW and Digital Workers)

• Provide Production Support for Digital Platform (EDMS/BAW and Digital Workers)
• Provide L1/L2 - Production Support for EDMS application
• Should have thorough knowledge and work experience in Weblogic Webserver and Oracle database
• Should have strong knowledge on Java code and Unix/Linux commands
• Should have managed complex production support functions and be willing to support during off business hours if needed
• Should have knowledge and experience in working with Microsoft Excel, PowerPoint etc and be able to make status reports as required
• Provide excellent reporting and communication on the Production Support and Project status
• Manage and direct team to raise alert to phone calls, emails and incident tickets to the respective process team.
• Provide periodic and ad-hoc reports as requested and agreed
• Liaise with users and Tech Teams for data related information exchange for processing
• Liaise with respective Application Technology team for process related information exchange. (Corporate Tech / Retail Tech / Operations Tech)
• Manage a diversified team of professionals both onshore, offshore and vendor resources who are responsible for the EDMS application
• Provide expertise and recommendations in the assessment of initiatives to support and enhance system
• Perform appropriate level of stakeholder management across business, technology and clients
• Ensure projects and initiatives are aligned to and delivered against the business objectives, serve as highest project internal escalation level
• Leading the team to adhere to project and delivery compliance, ensuring compliance of project delivery to PMO, QMS, risk, audit & architecture guidelines
• Work as part of a multi-disciplinary team in accordance with defined quality management practices, to achieve the common banks objectives
• Contributes to the yearly technology roadmap ensuring the projects financials and estimates are accurate and reported timely
• Works with business representative, stakeholder to ensure alignment of delivery with the business demand
• Leading the Platform team in delivery of world class platforms solutions
• Ensures value added propositions in strategic vendor partnerships and aligning the platform inline to the industry roadmap and business strategy, thus enabling an effective business growth
• Assist the project delivery team in the requirement and concept and to verify for the correct functionality/resolution being developed
• Converge the requirements from regulators and effectively conclude on business requirement
• Focus on regulatory controls & audit requirements and manage all known risks related to the team and systems that can impact security of data, system downtime, incidents, etc.
• Collaborate closely with Product Owners and team members to identify and socialize product and delivery
• Support and influence delivery operations within platforms by continually looking for opportunities to streamline delivery, increase business value and measure platform value via metrics and measures.
• Effectively communicate and showcase the purpose and value of solutions being delivered
• Define the right framework and push for the best choice when it comes to technology selection and implementation
• Use Agile engineering practices and ML software development technologies to rapidly develop creative and efficient solutions that enhance the client customer and employee experience
• Provides strong analytical and problem-solving skills with proven ability to innovate and collaborate
• Engage with the team for effective reviews and planning

Required Experience and Skills

• 6-8 years of experience in Production support function pertaining to Application Production Support
• Team management skills
• Reasonable English communication skills
• Work with business user as part of BAU activities
• Identify and raise alerts on application risks.
• Coordinate for patching activities and remediate vulnerabilities.
• Perform volume-metric analysis on application performance; raise timely alerts.
• Should be available on-call in shifts to support SLA
• Excellent in attitude and English communication