{"id":3101743,"url":"https://alion.io/job/solugenix-director-support-process-excellence","title":"Director - Support Process Excellence","company":{"id":720224,"name":"Solugenix","domain":"solugenix.com","url":"https://alion.io/company/solugenix-2","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Leadership","role_family":"Leadership","seniority":"head","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":49000,"max_usd":101000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":50},"experience_years_min":15,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Apache Tomcat","optional":false},{"name":"MySQL","optional":false},{"name":"SQL","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false},{"name":"ISO 27001","optional":true},{"name":"Java","optional":true},{"name":"SOC 2","optional":true}],"status":"live","first_seen_at":"2026-10-22T17:35:00Z","employer_posted_date":null,"last_verified_at":"2026-10-22T17:35:00Z","board_verified":false,"closed_at":null,"days_open":9,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":9},"description":"Our Support charter is to provide an exceptional support experience and resolution of queries/issues raised by the Customer on ProHance Solution deployed in their environment. (This would include queries and issues related to Product/Code, Product Set up/Configuration, Product Knowledge, PH Deployment Environment/Infrastructure, PH Application Performance. In addition, the support team will lead/assist the customer in deploying Prohance Version Upgrade).\n\nResponsibilities: \nLeading the Support Process Excellence Function/teams and meeting the outlined business commitments.\nDefine / Own / Upgrade PH Support Process as per business needs / contractual commitments.\nDefine/institutionalise Enterprise Grade Customer Support practices in the team (this would include customer mgmt. skills, customer empathy, technical knowledge and capability to resolve issues efficiently and effectively, strong collaboration with the Account Mgmt, Product Development and other teams, root cause analysis methodology).\nLead support plan of record/actions based on NPS/Customer feedback on Support Experience.\nGuide and coach team members to provide exceptional customer support experience.\nIdentifying training needs (including technical/softs skillsand execute training plans.\nConsulting with the software development team, internal users, and clients to improve application performance.\nAugment PH Support Process with relevant AI/ML solutions.\nWorking out of our Bangalore Office daily along with the Support team members.\n\nRequirements: \nExperience in providing Software application support.\nHands-on experience with Windows Server, SQL Server, Tomcat and JBOSS servers.\nExperience in application log analysis and providing L2/L3 support to customers.\nGood working knowledge of typical root causes of application errors and providing solutions.\nKnowledge and experience in Load Balancers and Web Application Firewall.\nAbility to understand the logic flow of programming through reading application logs.\nGood knowledge of MySQL and SQL queries\n\nGood to have additional knowledge - not mandatory: \nKnowledge of Vulnerability Assessment and Penetration Testing.\nAny of the process frameworks like ISO 27001 SOC 2 Type2\n\nGeneral Skills Required: \nIC initially.\nFocused professional rigour to meet business goals without the need for constant follow-ups.\nAbility and skill to train the team on procedural and technical topics.\nStrong communication and collaboration skills.\nFlexibility - responsibilities may require occasional evening and weekend work.\n\nExperience and Qualifications: \n15+ years of Experience in IT /Application Development/Application Support Business Environment.\nBE / BTech / MCA / MSc in Computer Science or IT.\nCertification / Degree in Data Science / AI would be a good qualification to have.\nSkills\nmysql, sql, sql server, support, windows, windows server","description_format":"text","description_chars":2870,"description_truncated":false,"requirements":{"experience_years_min":15,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Cybersecurity","Professional Services"],"lifecycle":[{"event":"open","at":"2026-10-22T17:35:00Z"}],"visa":[],"liveness":{"score":99,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.993,"p_room":1,"age_days":8,"expected_fill_days":29,"reasons":["seen:8","urgency","velocity","win:early"],"computed_at":"2026-10-31T05:58:55Z"},"pay":null,"html_url":"https://alion.io/job/solugenix-director-support-process-excellence","json_url":"https://alion.io/job/solugenix-director-support-process-excellence.json","meta":{"generated_at":"2026-10-31T22:58:17Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":35819,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-01T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":720224},"rest":"https://alion.io/mcp/rest/get_company?id=720224"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsolugenix-director-support-process-excellence"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsolugenix-director-support-process-excellence"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsolugenix-director-support-process-excellence"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/solugenix-director-support-process-excellence\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsolugenix-director-support-process-excellence"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3101743}},{"tool":"search_jobs","arguments":{"company":"solugenix.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3101743},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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