- Senior
- Escritório em Mumbai
This role is for one of the Weekday's clients
Salary range: Rs 4500000 - Rs 6500000 (ie INR 45-65 LPA)
Min Experience: 13 years
Location: Mumbai
JobType: full-time
The Vice President – Client Success Engineering will lead the technical support function across the entire SaaS product suite, ensuring rapid issue resolution and adherence to defined SLAs. This role requires close collaboration with client operations teams, engineering teams, and internal support functions to deliver exceptional service quality and maintain high reliability for enterprise customers.
The ideal candidate brings deep expertise in supporting large-scale platforms, thrives in SLA-driven environments, and is highly proficient with modern tools and technologies. Strong leadership, communication, and stakeholder management skills are essential.
Requirements
Key Responsibilities
- Diagnose and troubleshoot application and software issues, identifying and resolving root causes efficiently.
- Ensure SLA adherence and maintain high service quality for enterprise clients.
- Manage minor enhancements, production issues, and technical support activities.
- Monitor production alerts, investigate anomalies, and escalate critical issues as required.
- Maintain full compliance with ticketing and incident management processes; publish weekly and monthly support metrics.
- Collaborate with the engineering team to ensure the product remains scalable, secure, and resilient.
- Oversee production support workflows, including incident management, change management, and escalation procedures.
- Lead automation efforts by developing and maintaining scripts that improve monitoring and support efficiency.
- Support weekend coverage on a rotational basis as part of operational responsibilities.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- 13–17 years of experience in enterprise software development and production support, with strong knowledge of Java, J2EE, Spring, RESTful APIs, MySQL, and MongoDB.
- Proven expertise in troubleshooting, root-cause analysis, SLA-driven support, and metrics reporting.
- Experience with monitoring tools, alerting systems, stakeholder communication, and escalation frameworks.
- Familiarity with ITIL concepts and best practices.
- Strong leadership skills with the ability to collaborate across teams and influence outcomes.
Skills
- Production Support
- Java
- MongoDB
- Debugging
- MySQL
- Customer Success
- Troubleshooting
- SLA Management
