10Pearls
Senior Manager-Pricing & Loyalty Application Delivery & Support
Karachi,Lahore,Islamabad, Pakistan - Full Time
Company Overview
10Pearls is an award-winning end-to-end digital innovation company that helps businesses imagine and build the future. We are proud to announce that 10Pearls was named as winner of the Best Tech Work Culture Timmy Award in Washington DC by Tech in Motion, recognized on the Inc. 5000 Fastest-Growing Companies List, and was ranked the #1 Most Diverse Midsize Company in Greater Washington. We partner with businesses to help them transform, scale, and accelerate by adopting digital and exponential technologies. Our work has ranged from creating highly usable, secure digital experiences, mobile and software products, to helping businesses modernize through cloud adoption and development and the digitalization of their business processes. Our clientele is highly diverse, including Global 1000 enterprises, mid-market businesses, and even high-growth start-ups. But those are just the facts. What makes us unique is that we have true heart and soul. We have a strong focus on a double bottom line and actively support and engage with the communities where we live and work to make the world a better place. In a nutshell, we believe in doing well, while doing good and know how to balance the two.
Role
The Engineering Manager will lead the production support, maintenance, and delivery of Loyalty, Pricing, and Customer Experience applications, including Chatbots and IVR solutions. This role is responsible for ensuring high system availability, managing production support operations, leading cross-functional teams, collaborating with business stakeholders and vendors, and driving continuous improvement across application support, delivery, and operational excellence.
Responsibilities
10Pearls is an award-winning end-to-end digital innovation company that helps businesses imagine and build the future. We are proud to announce that 10Pearls was named as winner of the Best Tech Work Culture Timmy Award in Washington DC by Tech in Motion, recognized on the Inc. 5000 Fastest-Growing Companies List, and was ranked the #1 Most Diverse Midsize Company in Greater Washington. We partner with businesses to help them transform, scale, and accelerate by adopting digital and exponential technologies. Our work has ranged from creating highly usable, secure digital experiences, mobile and software products, to helping businesses modernize through cloud adoption and development and the digitalization of their business processes. Our clientele is highly diverse, including Global 1000 enterprises, mid-market businesses, and even high-growth start-ups. But those are just the facts. What makes us unique is that we have true heart and soul. We have a strong focus on a double bottom line and actively support and engage with the communities where we live and work to make the world a better place. In a nutshell, we believe in doing well, while doing good and know how to balance the two.
Role
The Engineering Manager will lead the production support, maintenance, and delivery of Loyalty, Pricing, and Customer Experience applications, including Chatbots and IVR solutions. This role is responsible for ensuring high system availability, managing production support operations, leading cross-functional teams, collaborating with business stakeholders and vendors, and driving continuous improvement across application support, delivery, and operational excellence.
Responsibilities
- Lead production support and delivery for Loyalty, Pricing, Chatbot, and IVR applications.
- Ensure 24x7 application availability while meeting agreed SLAs and operational KPIs.
- Manage incidents, perform root cause analysis (RCA), and drive issue resolution.
- Gather and analyze business requirements and prepare functional and technical specifications.
- Support testing activities, UAT, release management, and production deployments.
- Collaborate with business stakeholders, vendors, and engineering teams to deliver technology solutions.
- Monitor application performance and recommend system improvements.
- Lead and mentor engineering teams through knowledge sharing, coaching, and performance management.
- Drive continuous improvement, documentation, and operational best practices.
- Ensure compliance with security, risk management, change management, and disaster recovery processes.
- Bachelor's degree in Computer Science, Engineering, or a related field.
- 7+ years of experience in application development, production support, or application management.
- Hands-on experience with Azure Cloud, Kubernetes, Java, Spring MVC, Python, .NET Core, Microservices, DevOps, and CI/CD.
- Strong knowledge of SQL Server, MySQL, PostgreSQL, and NoSQL databases.
- Experience supporting enterprise banking applications, preferably Pricing, Loyalty, Chatbots, or IVR platforms.
- Good understanding of SDLC, incident management, release management, and production support processes.
- Strong analytical, stakeholder management, leadership, and problem-solving skills.
- Excellent written and verbal communication skills.
- Banking domain experience is highly preferred.
