Jeffrey Usoof

SaaS startup, leading the combined Customer Success & Support function, managing a mid 7-figure $ enterprise client portfolios across logistics, aviation, real estate, and healthcare sectors.

Enterprise Portfolio Leadership: Provide leadership across multi-million-dollar enterprise portfolios. Guide a distributed Customer Success team across Sri Lanka and the US, responsible for managing each po

Leading high-performing teams of L2/L3 Technical/Cloud Operations and SRE Engineers in a 24/7 agile operational environment, specializing in driving strategic initiatives, optimizing processes, and fostering innovation to achieve operational excellence. Successfully managing operations for a Fortune 60 company within Supply Chain vertical, ensuring uninterrupted business continuity through innovat

Management and Administration
•Acting as a main stakeholder in the operations team.
•Hiring and evaluating engineers in the recruitment process
•Resource planning/allocation and capturing time/efforts of team
•Identifying opportunities for improvement in work processes, training programs, team improvements, technologies etc.
•Implementing the pillars of ITSM (Incident, problem, knowledge and chang

• Root Cause Analysis (RCA) on the issues reported by the customer.
• Data analysis on issues and come up with proactive solutions to avoid repetitive issues.
• Coming up with strategies to proactively monitor the production solutions to mitigate any risks of these services from failing.
• Server monitoring and proactively handling application, network, platform, and cloud issues.
• Managing devic

• Implementation of CAKE POS solution.
• Providing technical support through troubleshooting technical issues related to the application, network, platform, and cloud-based connectivity issues in Sysco products
• Immediately attend to critical support requests and resolve issues as required with the onsite and offshore teams.
• Liaising with customers in US and SL directly regarding technical diff

- Installation and deployment of company products in client environments.
- Tomcat/Glassfish/Weblogic/JBoss Application Server deployment, administration & troubleshooting.
- Oracle and MYSQL Database Administration & troubleshooting.
- Working on Servers and System migration to new infrastructure SSL/Load Balancer configuration.
- Linux system administration & troubleshooting.
- Automation of dai

- Worked on open-source environments (Red Hat, Solaris)
- Worked with Oracle, DB2 and PostgreSQL Databases
- Worked with JBoss and Websphere Application servers
- Troubleshoot issues and configure company products on servers
- Supporting customers and partners during the deployment of applications
- Provide technical support as and when required though e-mails, calls and site visitation
- Liaise w

Maintain VPN connections between the Company and Mobile Networks
Customer/Client Support

Pursued a BSc (Hons) in Computer Systems and Networking, gaining a strong foundation in computer systems and networking.