Client Success Manager

4 days ago


Mumbai Maharashtra India LogiNext Full time ₹ 20,00,000 - ₹ 25,00,000 per year

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


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