LogiNext - Vice President - Client Success Engineering

LogiNext is looking for a technically savvy and experienced client success leader to lead the support team. Client success engineering is an important part of the LogiNext experience. You will help in quickly resolving the technical issues across the entire SaaS product suite. You will be responsible for maintaining the SLAs as defined by the organization. You will be collaborating with the client's operations team, engineering team and other support team members to resolve the issues and to ensure the best possible service and support to our clients.

You have deep expertise in supporting platforms catering to enterprise clients. You are an individual driven by SLAs and support metrics. You are hands-on with different tools and technologies and always on a look-out to deep dive into technology. You have demonstrated strong leadership, interpersonal and communication skills.

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

- Manage 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 weekly and monthly basis

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

- Manage 247 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 13-17 years experience in a leading production support department 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

- Managing and providing support on weekends on a rotational basis