Sr. Manager Services Engineer
Company Overview
Logile is the leading retail labor planning, workforce management, inventory management and store execution provider deployed in thousands of retail locations across North America, Europe, Australia, and Oceania.
Our proven AI, machine-learning technology and industrial engineering accelerate ROI and enable operational excellence with improved performance and empowered employees. Retailers worldwide rely on Logile solutions to boost profitability and competitive advantage by delivering the best service and products at optimal cost.
From labor standards development and modeling to unified forecasting, storewide scheduling, and time and attendance, to inventory management, task management, food safety, and employee self-service — we transform retail operations with a unified store-level solution. Gain the Advantage with The Logic of Retail. One Platform for store planning, scheduling and execution.
For more information, visit www.logile.com
Job Summary:
We are seeking a Sr.Managed Services Engineer to be the technical backbone of the support team owning complex L2 and L3 tickets independently, guiding junior engineers through escalated issues, and proactively identifying patterns that contribute to permanent problem resolution. This engineer works closely with the Managed Services Lead on major incidents, RCA efforts, and process improvement initiatives.
This is not a ticket-processing role. You are expected to diagnose deeply, resolve permanently where possible, and improve the team's ability to handle similar issues in the future.
Key Responsibilities:
Independent Ticket Resolution (L2/L3)
Own complex L2 and L3 tickets from triage to closure — independently and within SLA
Perform deep technical diagnosis across Java application, database, API, batch, and infrastructure layers
Determine root cause — not just the immediate trigger — and drive permanent resolution where possible
Escalate to Engineering with a structured, evidence-based defect report when a code fix is required
Manage customer communication for complex tickets — clear technical summaries, accurate ETAs, no jargon
Incident & Problem Management
Support the Lead in managing P1/P2 major incidents — own specific investigation workstreams during bridge calls
Lead RCA documentation for incidents within your scope — timeline, root cause, contributing factors, corrective actions
Identify recurring issues and own the problem record — track recurrence, drive Engineering engagement for permanent fix
Propose monitoring rule additions or alerting threshold changes based on incident patterns
Technical Depth Areas
Java application troubleshooting — read heap dumps, thread dumps, GC logs; identify memory leaks and thread contention
SQL performance diagnosis — EXPLAIN plans, slow query log analysis, index evaluation, query rewrites
API and integration debugging — request/response inspection, retry logic, timeout root cause, idempotency issues
Batch job and scheduler failure diagnosis — dependency chain analysis, volume-driven slowdown, lock contention
Cloud infrastructure investigation (AWS/Azure) — instance sizing, security group issues, network latency, storage performance
Log aggregation and observability — structured log analysis, metric correlation, distributed trace inspection
Junior Engineer Mentoring
Review escalated tickets from junior engineers — provide guided resolution or take ownership where appropriate
Give constructive feedback on escalation handoff quality — drive improvement in documentation and triage accuracy
Pair with junior engineers on complex issues to build their diagnostic capability
Contribute to knowledge base articles and runbooks — especially for patterns identified through your ticket work
Process & Continuous Improvement
Participate in and contribute to retrospectives — flag systemic issues, propose process improvements
Identify tickets that should have a runbook but do not — write or draft the runbook, submit for Lead review
Contribute to MTTR reduction by identifying repeated diagnostic steps that can be automated or templated
Support the Lead in monitoring and alerting improvement initiatives
Required Skills & Experience:
Technical
5–9 years of experience in application support, production support, or managed services
Hands-on experience supporting Java-based enterprise SaaS applications — not just familiarity
Strong SQL skills — writes complex queries, reads execution plans, analyses index usage, identifies query anti-patterns
Experience diagnosing REST API and integration issues — understands request lifecycle, headers, auth patterns, retry logic
Familiarity with JVM diagnostics — knows what to do with a thread dump or heap dump, even if not an expert
Experience with cloud environments (AWS or Azure) — can investigate instance, storage, and network issues
Proficient with observability tooling — Prometheus, Grafana, Datadog, ELK, or equivalent
Understanding of batch job architecture, schedulers, and common failure patterns
Familiar with ITIL concepts — Incident vs. Problem vs. Change management
Experience with CI/CD concepts — can understand deployment-related issues and coordinate with DevOps
Soft Skills & Mindset
Independent problem-solver — resolves without needing to be guided through every step
Ownership mentality — does not park tickets, does not wait for others to take the next step
Calm under pressure — has managed at least one major incident and can operate during an outage without panic
Clear communicator — customer-facing updates are concise, accurate, and jargon-free
Mentor by nature — finds satisfaction in making junior engineers more capable
Process improver — spots a repeated problem and writes the runbook; does not wait to be asked
Job Location & Schedule:
This job is an onsite role at Logile Bhubaneswar Office.
It is expected that the selected candidate will work standard business hours with flexibility during critical IT incidents or maintenance windows.
Compensation and Benefits:
The compensation and benefits associated with this role are benchmarked against the best in industry and job location.
Standard shift timings apply as per organizational policy.