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Assoc Mgr, Cloud Systems Consulting

Location:

Noida - None - India

Function:

Customer Service/Support

Ref #:

2019000236
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Description

The Associate Manager is a critical role in the Cloud Services Team. This role is expected to manage resources and customers in order to ensure timely, efficient, & successful cloud services. Additionally, mentoring of internal team members is required. Responsibilities may include but are not limited to the following:
•Monitor service delivery, quality and/or personnel performance, checking actual performance against planned performance, to ensure technical, schedule, and budget goals are met or exceeded
•Provide technical and leadership guidance and direction to personnel to ensure proper, timely completion of work. In addition, provide personnel with timely, constructive, and actionable feedback that increases individual and team effectiveness
•Ensure adequate coverage for the 24/7/365 environment so that the Kronos Cloud customer environments are effectively maintained, monitored and administered
•Coordinate the rollout of updates, patches and validations to the Kronos product suite with required stakeholders (internal/external)
•Develop, refine, and implement improvements to process and procedure regarding the administration and maintenance of applications
•Manage and facilitate satisfactory resolutions to customer's service issues by identifying escalations, reacting with a sense of urgency, formulating appropriate action plans, and utilizing resources effectively. Offer and implement creative solutions. Interface effectively with other Kronos departments in order to provide total customer satisfaction
•Interact frequently with team, management and other Cloud and Professional Services teams to define project specific requirements and identify solutions consistent with defined terms, methodology, policy, and regulations
•Owns the overall performance management of each team member – including providing frequent performance feedback & guidance, conducting formal periodic/annual reviews & salary planning
•Lead people demonstrating exceptional people handling skills, including, conflict resolution, team motivation, and people development
•Demonstrate patience in stressful situations, learning to recognize & manage other’s emotional reactions and striving to remain optimistic, even under adversity

Qualifications

•Bachelor of Engineering, Computer Science or Electronics or telecommunication or equivalent, Master of Science - Computer Science, 8-12 years of relevant industry experience.
•Experience with Enterprise Software Implementations for Large Scale Organizations.
•Exhibit extensive experience about the new technology trends prevalent in the market like SaaS, Cloud, Hosting Services and Application Management Services.
•Experience managing large application support and maintenance, system administration and patch management
•The role is an intensely operational one, requiring the incumbent to be conversant with the technologies like ERP/CRM, SQL, 3 tier architecture, Java and enterprise service management tools like Service Desk, Manage Engine, Salesforce, BMC Remedy, & Service Now and tools used in a modern NOC/Enterprise Command Centre. The Associate Manager also provides input into the evolution of the Service Delivery model, & driving the adoption of the ISO20000 Service Management Standard
•Must have fair amount of experience in project management managing large teams, resource management, status reporting, issue management, change control, etc.
•Demonstrated leadership in managing a senior team with substantial experience working with large US or multinational organization
•Experience in ITIL (Service Operations), Six Sigma and Lean Methodologies.Following certifications would be an advantage: ITSM, ITIL, MCP, PMI

Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. Want to learn more about our culture? Follow us on Twitter @work4kronos. #MyWorkInspired

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.