Client Success Manager

Responsibilities  

• Troubleshoot application and software related issues and determine the root cause for the   issues


• Work on defined SLAs to ensure that our client receives the best of the services


• Provide minor enhancements, production, and technical support to LogiNext’s enterprise clients


• Monitor production alerts and escalate the issues for any anomalies in the system


• Ensure complete compliance of ticketing tool and report metrics on a daily basis


• Work with the existing engineering team to maintain highly scalable and secure products


• Manage and prioritize multiple work requirements to meet deadlines by working independently and leading a team 


• Provide 24×7 technical support to all production practices on holidays and weekends on a rotational basis

Requirements

• Bachelor’s degree in Computer Science, Information Technology or related field


• Minimum 7 years experience in a production support role or in software development using Java, J2EE, Spring, RESTful APIs, MySQL, MongoDB


• Expertise on production support processes such as incident or change management, call triaging, critical issue procedures


• Experience with application support organization working in 24*7 environments


• Experience in writing and maintaining scripts to monitor system activity and automate production support activities that enable efficiency and productivity of Customer Success team


• Proficiency in troubleshooting, root-cause analysis, SLA adherence and metrics reporting for large enterprises 


• Knowledge of monitoring tools, alert escalation, customer and other stakeholder management


• Familiarity and/or experience in implementing ITIL concepts in addition to technical aptitude are highly valued


• Providing support on weekends on a rotational basis