Client Success Manager

Location: Mumbai,Maharashtra,India

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

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

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