Position: Principal Software Engineer Client Success
Location: Mumbai, Maharashtra, India
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Qualification and Skills
- Bachelor’s degree in Computer Science, Information Technology or related field
- 8 to 10 years experience in software development using Java, J2EE, Spring, RESTful APIs, MySQL, MongoDB
- Expertise on processes such as incident or change management, call triaging, critical issue procedures
- 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
- Expereince in team management
- Provide support on weekends on a rotational basis
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
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