App Support & Maintenance Services Coordinator

InforMityx AI is a technology consulting and digital transformation company dedicated to helping startups, SMEs, and enterprises transform ideas into scalable digital products. The company specializes in intelligent, secure, and future-ready solutions by leveraging AI, data engineering, software development, and automation to address real business challenges. Serving a broad range of industries such as healthcare, logistics, e-commerce, fintech, edtech, retail, manufacturing, and enterprise technology, InforMityx AI aims to empower businesses worldwide with cutting-edge technology and top-tier engineering talent to foster growth, innovation, and operational excellence.

The App Support & Maintenance Services Coordinator role is a full-time, on-site position based in Lahore. This role involves coordinating daily support and maintenance activities for software applications, including incident tracking, managing service requests, and ensuring timely resolution. The coordinator will work closely with technical teams to diagnose issues, document solutions, and assist with the deployment of patches and updates. Effective communication with both internal and external stakeholders is essential to provide updates, manage expectations, and support continuous improvement of support processes.

Key Responsibilities
- Coordinate day-to-day application support and maintenance activities to ensure smooth operations.
- Track and manage incidents and service requests, ensuring timely and effective resolution.
- Collaborate with engineering and IT teams to diagnose application issues and document fixes.
- Support the deployment of software patches and updates in coordination with technical teams.
- Maintain comprehensive support documentation and monitor service performance metrics.
- Prepare regular status reports and assist in enforcing service-level agreements (SLAs).
- Communicate regularly with stakeholders to provide updates, manage expectations, and facilitate continuous improvement.
- Oversee support team workloads and ensure adherence to processes and service standards.

Required Qualifications
- Strong supervisory skills to coordinate support teams and manage workloads effectively.
- Technical support expertise to understand application behavior, troubleshoot issues, and collaborate with engineering and IT teams.
- Excellent communication skills to provide clear updates, write concise documentation, and interact professionally with stakeholders and clients.
- Customer service skills to handle inquiries, manage escalations, and maintain a solutions-oriented, empathetic approach.
- Administrative assistance abilities to manage tickets, maintain records, schedule meetings, and prepare reports on support activities.
- Relevant experience in application support, IT service management, or software operations coordination.
- Familiarity with ticketing tools such as JIRA, Zendesk, or similar platforms.
- Understanding of SLAs and incident management frameworks.
- Diploma or degree in Computer Science, Information Technology, Business, or a related field is preferred.
- Ability to work on-site in Lahore and manage multiple priorities in a fast-paced, technology-driven environment.

Preferred Qualifications and Benefits
While not explicitly stated, candidates with prior experience in diverse industries or exposure to digital transformation projects may find additional advantages in this role. Working at InforMityx AI offers the opportunity to engage with innovative technologies and contribute to impactful projects across various sectors, fostering professional growth and development within a dynamic and collaborative environment.