Job Description


As a Software Engineer (Support and Maintenance), you will report to the Technical Manager (Technical Operations) and oversee system support, troubleshooting, and maintenance. You will manage IT operations, call centers, and security operations to ensure smooth system functionality.
Key responsibilities include resolving technical issues, implementing support control measures, and enforcing best practices. You will document issues, provide reports, and ensure compliance with service-level agreements. Strong problem-solving and communication skills are essential.


Key Responsibilities


Coordinate and oversee end to end implementation on Project integrated support call center, Network Operation Center, Security Operation Center and IT operation Centre;
Coordinate and Lead the Support and Maintenance of the systems to ensure they meet system requirements and achieve overall project goals;
Implement Support control measures to ensure project deliverables meet the required standards;
Ensure the support of Product/Services produced by respective team, enforcing best Practices;
Undertake System testing for every System after deployment and submit monthly support report;
Develop and roll out an integrated support process that embeds service level agreement in all aspects of a System/Service;
Conduct detailed troubleshooting using appropriate tools and techniques to resolve technical support issues;
Handle complex technical issues escalated from initial troubleshooting that require deeper expertise;
Provide clear, professional communication regarding the status of their support issues, including regular updates on progress and resolutions;
Create and maintain documentation of support issues, resolutions, and processes for the knowledge base. Prepare regular and ad hoc reports on quality support activities, issues resolved, and incident trends, providing insights to management for decision-making.
Prepare regular and ad hoc reports on quality support activities, issues resolved, and incident trends, providing insights to management for decision-making.


Required qualifications, Skills and Experience


At least six (6) years relevant work experience in IT system Support and maintenance;
Bachelor’s Degree in any of the following disciplines: – Computer Science, Information Technology, Digital Health, Health Informatics, or equivalent qualifications from a recognized institution;
Membership to the relevant professional body where applicable;
Core competences including high professional and ethical standards; strategic thinking, analytical mind, interpersonal and communication skills.