Company Overview:
Pakistan Single Window (PSW) is a leading ICT-based system in Pakistan that provides a single window for trade. We are dedicated to streamlining trade processes by offering a centralized platform for import, export, and transit-related regulatory requirements. Our mission is to improve cross-border trade facilitation and compliance by reducing costs, time, and complexities associated with international transactions. As part of our commitment to enhancing Pakistan's position in global competitiveness, we are implementing the National Single Window (NSW) system. Join our dynamic team and contribute to transforming Pakistan's trade landscape.
Job Responsibilities:
Lead and manage projects and teams involved in the implementation and support of the PSW system.
Provide Level 2 production support and ensure timely incident resolution according to established service level agreements (SLAs).
Coordinate with Level 1 support for the proper handling of issues until closure or resolution.
Maintain accurate and up-to-date documentation of issues and their resolutions, following standard operating procedures (SOPs).
Develop and update support procedures and ensure their adherence within the Applications Support team.
Coach and supervise team members, fostering a collaborative work environment.
Collaborate with Level 3 support for diagnosing and resolving complex issues.
Create and replicate failed scenarios for analysis by Level 3 support.
Manage relationships with third-party vendors and oversee their performance.
Prepare comprehensive reports for senior management, highlighting key support metrics and trends.
Act as a subject matter expert for internal stakeholders, providing guidance and support.
Consult directly with users to assess their needs and implement strategies to improve business processes or application performance.
Conduct end-user and technical training for business and inter-departmental personnel.
Demonstrate multitasking abilities to handle multiple critical issues simultaneously.
Effectively communicate technical and non-technical details to team members, management, and stakeholders.
Qualifications and Skills:
Proven experience in supporting mission-critical IT applications.
Proficiency in MS SQL, SEQ Logs, Ticket Management, Postman, CRM, API, Kubernetes, Dockers, Git, etc.
Strong coaching and mentoring skills.
Excellent written and verbal communication skills to facilitate coordination with team members, management, and stakeholders.
Analytical and problem-solving abilities to handle unforeseen issues efficiently.
Strong organizational and time management skills to ensure project timelines and budgets are met.
Demonstrated resource planning and task scheduling skills.
Highly organized with the ability to multitask effectively in a dynamic and fast-paced environment.
Strong attention to detail and a highly analytical mindset.
Self-motivated with the ability to work independently and collaboratively as part of a team.
Approachable and committed to providing exceptional support.
GIT, Dockers, Kubernetes, API, CRM, Postman, Ticket Management, SEQ Logs expertise.
Job Details:
Industry: Information Technology
Functional Area: Computer Networking
Total Positions: 1 Post
Job Shift: First Shift (Day)
Job Type: Full Time/Permanent
Job Location: Karachi, Pakistan
Gender: No Preference
Age: 25 - 45 Years
Minimum Education: Bachelors in Information Technology
Career Level: Experienced Professional
Experience: 5-6 Years (Experience in handling Level 2 teams in a fast-paced, high-pressure environment, preferably in Trade, Logistics, Freight Forwarding, Supply Chain, Warehousing, Transportation sector, Customs, FMCG, etc., is a must)
Apply Before: Jun 23, 2023
Posting Date: Jun 08, 2023
How to Apply:
If you are a highly motivated individual with a passion for trade facilitation and possess the required skills and experience, we invite you to submit your updated resume to [email address]. Please mention "Applications Support Team Lead" in the subject line of your email. We appreciate all applications, but only shortlisted candidates will be contacted for further consideration.
At Pakistan Single Window, we are committed to creating an inclusive and diverse work environment. All qualified applicants will receive equal consideration for employment.
