Manager - Platforms

Mashreq NEO CORP; Pakistan; On-site; PKR 1,674,000 - 3,348,000; Full time

Job summary

Mashreq NEO CORP is seeking a seasoned Production Support Engineer to own the stability of Java microservices and ReactJS platforms. You will manage incidents, perform RCA, and collaborate with development, QA, and vendor teams to meet SLAs. Strong analytical and on‑call readiness are essential.

The ideal candidate has 5–8 years in BAU production support, experience with Kubernetes, and a proactive mindset to drive continuous operational improvements.

Qualifications

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

Responsibilities

• Take end‑to‑end ownership of production support for Velocity (Microservices) and EDMS applications, ensuring stability and uptime.
• Lead and monitor system health, identify recurring issues, and drive permanent fixes with technical teams.
• Ensure timely response and resolution of incidents, service requests, and operational issues within SLAs.
• Coordinate with development, infrastructure, and vendor teams for effective resolution of complex issues.
• Maintain documentation of incidents, RCA reports, and knowledge articles for continuous improvement.

Skills

Java

Spring Boot

ReactJS

Kubernetes

Incident management

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.