.Net Support Engine

Responsibilities

• Day-to-Day Operations:
• Ensure timely incident management to meet Service Level Agreements (SLAs).
• Oversee the monitoring, maintenance, and optimization of platform usage, performance, and stability in production systems.
• Troubleshoot issues promptly to minimize disruption to operations.
• Collaborate with business stakeholders to determine the priority of fixes and enhancements.
• Conduct root cause analysis for production issues to prevent recurrence.
• Represent the Change Advisory Board (CAB) and review proposed changes from others before deployment to production.
• Maintain and prioritise Business-As-Usual (BAU) backlog, releasing fixes on a regular basis.
• Plan for on call roster and be the technical point of contact for all production systems.
• Participate in software planning and software delivery activities.
• Execute changes to production systems with minimal disruption.
• Stakeholder Management:
• Collaborate with internal business teams to prioritize issues and align support efforts with business objectives.
• Act as a liaison between development and business teams, communicating upcoming changes and scheduled interruptions.
• Coordinate with vendor teams to ensure compliance with SLAs and quality requirements for issue resolution.
• Ensure that vendor services meet the organization's technical and business requirements.
• Participate in strategic technical architecture and design discussions, providing valuable input and suggestions.
• Process and Compliance:
• Ensure regulatory and security compliance requirements are met and actively participate in audits.
• Proactively identify areas for improvement in existing processes and functionality, recommending and implementing enhancements.
• Address platform vulnerabilities promptly to maintain system integrity and security.
• Stay updated on the latest trends in .NET technologies, recommending enhancements and driving the adoption of innovative solutions to enhance team productivity and product quality.
• Team Development and Support Environment:
• Educate team members on best practices for incident management and system maintenance.
• Mentor and guide junior team members, fostering their professional development and technical skills.
• Create and promote a healthy, positive support environment that encourages collaboration, continuous learning, and improvement.
• Lead by example, demonstrating a proactive approach to problem-solving and a commitment to high-quality support.

Qualifications

• Minimum of 3+ years of experience in software development, with a focus on .NET technologies.
• Previous experience in overseeing support activities for enterprise applications.
• Hands-on experience with troubleshooting complex technical issues in .NET applications.
• Experience in managing and mentoring technical teams, including performance management and skill development.
• Strong understanding of software development lifecycle (SDLC) processes and best practices.
• Experience working with stakeholders to prioritize and address technical issues in alignment with business objectives.
• Experience working with cloud platforms such as Microsoft Azure for hosting and managing enterprise applications.
• Highly desirable to have professional certifications related to .NET development, such as Microsoft Certified: Azure Developer Associate or Microsoft Certified: Azure Administrator etc.
• Proven track record of driving continuous improvement initiatives to enhance team productivity and product quality.
• Comprehensive understanding of .NET framework and related technologies.