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Associate Manager, Cloud Systems Operations

Location:

Noida - None - India

Function:

Customer Service/Support

Ref #:

201703362
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Description

Kronos Noida Cloud Team is hiring a passionate Manager who can Manage and support all facilities and environmental needs for Service Management Teams, engage with other Cloud Support teams to augment and improve service provided by Service Management Teams.
• Assess and re-direct team workload based on support model; manage customer calls for support current work commitments
• Represent a management escalation point-of-contact for Service Management Team (ITSM and Tools)
• Pro-actively look to improve and add efficiency to current processes and exercise judgment in the decision-making process in order to provide consistent customer service
• Provide level II support to the Service Management Teams including technical/procedural support as and when required
• Support and work within the ITIL support structure for Change, Problem and Capacity management
• Establish measurements/Key Performance Indicators (KPI’s) to ensure operational excellence
• Skills to train and mentor team members & Good team building skills

Qualifications

•Computer Science Graduate/ MCA with 8-12 yrs. of relevant IT experience, 5+ yrs. successful leadership and mentoring of team, preferably in a global SaaS environment
•Hands-on experience in developing ITIL processes and training IT associates in the adoption of the ITIL process framework
•Proven experience in multiple, successful ITIL implementations for large scale IT organizations
•Strong understanding of industry best practices and benchmarks for IT operations performance
•Prior experience working in or with a service provider operations environment Looking for the candidate to have actually performed service operation roles. This experience could have been in a NOC, TAC, Engineering team, Data Center, or other service support organization
• Strong Service Management focus with proven experience in management of key ITIL processes (Incident, Problem, and Change Mgmt.)
• Should be able to work shifts 24X7 to support Global functions

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.