Manager - Platforms

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

Job summary

Mashreq is seeking an experienced Production Support professional to manage digital platforms including EDMS/BAW and Digital Workers. You will own end‑to‑end production support, monitor system health, and drive permanent fixes in collaboration with development and operations teams.

You will coordinate with business users and technology teams, manage incidents, and contribute to knowledge base and process improvements while aligning with regulatory controls and PMO standards.

Qualifications

• 5–8 years in Application Production Support for Java microservices and ReactJS-based apps.
• Exposure to BAU support with focus on system stability and issue resolution.
• Experience in shift-based or on-call support models to meet SLAs.

Responsibilities

• Take end‑to‑end ownership of production support for Velocity (Microservices) and EDMS apps, ensuring uptime and reliability.
• Lead proactive health monitoring, identify recurring issues, and drive permanent fixes with technical teams.
• Respond to incidents and service requests within agreed SLAs and coordinate resolution with stakeholders.
• Analyze incidents to identify root causes, document RCA reports, and implement preventive actions.
• Coordinate with development, infrastructure, and vendor teams to resolve complex issues.
• Communicate incident status and risks clearly to business users, product owners, and tech teams.
• Maintain SOPs, support guides, and configuration docs for continuous improvement.
• Collaborate with vendors to ensure timely fixes and adherence to SLAs.

Skills

Java microservices

ReactJS

Kubernetes

Incident management

Stakeholder coordination

English communication

On-call support

Automation initiatives

Job description

Job Purpose

Responsible for providing Production Support for Digital Platforms (EDMS/BAW and Digital Workers).

Key Result Areas

Production Support Ownership

• - Take end‑to‑end ownership of the Velocity (Microservices) and EDMS application’s production support, ensuring system stability, uptime, and reliability.
• - Lead and 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.

Issue Analysis, Troubleshooting & Root Cause Management

• - 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.

Stakeholder Coordination & Communication

• - Lead and 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.
• - Provide leadership and build strong working relationships with internal teams and external vendors to support smooth issue resolution.

Compliance, Risk & Audit Adherence

• - Ensure all production support activities comply with regulatory controls, audit requirements, and internal risk guidelines.
• - Lead and 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.

Operational Excellence & Continuous Improvement

• - Identify opportunities to streamline support processes, reduce manual effort, and improve turnaround times.
• - Lead team to 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.

Requirements Validation & Support for Enhancements

• - Support requirement gathering for fixes, enhancements, and regulatory changes by providing production insights and validating feasibility.
• - Provide consultation, leadership and 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.

Technology Best Practices & Quality Assurance

• - 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.

Vendor & External Partner Collaboration

• - Work with vendor teams to ensure timely delivery of fixes, updates, and support escalations.
• - Review vendor performance and ensure value delivery aligned with SLA and platform requirements.

Knowledge, Skills, and Experience

Experience

• - 5 to 8 years of hands‑on experience in Application Production Support for applications developed in Java microservices and ReactJS 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.

Technical Knowledge & Skills

• - Good understanding of Microservices developed on Java Spring boot and ReactJS technology and run using Kubernetes
• - 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.

Communication & Collaboration

• - 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.

Additional Skills

• - Basic team coordination skills to guide junior members or colleagues during support cycles.
• - Strong sense of responsibility, ownership, and responsiveness in handling production support duties.
• - Ability to raise timely alerts and provide clear communication on risks, performance gaps, or potential disruptions.