Client Success Manager

LogiNext; Mumbai Suburban; On-site; INR 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a skilled Production Support Engineer to join their dynamic team. In this role, you will be responsible for troubleshooting application issues, providing technical support, and ensuring compliance with service level agreements. Your expertise in Java, J2EE, and production support processes will be crucial in maintaining high service standards for enterprise clients. This position offers a unique opportunity to work in a fast-paced environment, where your contributions will directly impact customer success and operational efficiency. If you thrive in a challenging role and are passionate about technology, this is the perfect opportunity for you.

Qualifications

• 7+ years in production support or software development.
• Expertise in incident management and critical issue procedures.
• Experience in 24/7 application support environments.

Responsibilities

• Troubleshoot application issues and determine root causes.
• Provide technical support and minor enhancements to clients.
• Monitor production alerts and escalate issues as needed.

Skills

Java

J2EE

Spring

RESTful APIs

MySQL

MongoDB

Troubleshooting

Root-cause analysis

SLA adherence

Metrics reporting

Education

Bachelor's degree in Computer Science

Bachelor's degree in Information Technology

Tools

Monitoring tools

Job description

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
• Minimum7 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