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Cloud Operations Lead

Location:

Lowell - Massachusetts - USA

Function:

Engineering

Ref #:

201703495
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Description

Oversees the work of a team of individual contributors within one function, group or project. Uses skills as a seasoned, experienced professional with a full understanding of industry practices and company policies and procedures; resolves a wide range of issues in imaginative as well as practical ways. Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Supports compliance with existing policies and procedures. Works with their team to oversee task or project completion. Mentors less experienced individuals, demonstrates good judgment in selecting methods and techniques for obtaining solutions. Interacts with senior internal and external personnel. Normally receives little instruction on day-to-day work, general instructions on new assignments.
Regular Tasks (but not limited to):
• Mentoring Level 1, 2 and Level 3 resources for operational excellence
• Review major incidents and review pending Cloud Operations tickets & send communication to executive stakeholders and customers as required
• Review pending and scheduled change requests to confirm resource availability
• Measure performance against service level agreements and operating level agreements
• Understand performance & capacity, how both related to effective operational performance and improvements
• Update, refine, and document policies, processes, procedures related to Operations. Drive adoption and use in support of effective Kronos delivery
• Assist the various customer facing support teams & functions to provide the Cloud Operational perspective
• Report on KPI metrics, evaluate areas for improvement & solution. Ensure outliers & escalations are responded to appropriately
• Work with operational staff to monitor and resolve customer issues and accomplish objectives by focusing on problem-solving & continuous improvement
• Monitor major incident bridges and communications for quality
• Support manager in planning training objectives, timelines, deliverables and milestones for the team
• Support adherence to company SOC controls

Qualifications

• 8 yrs. of relevant IT experience, with 5 plus years of professional experience in a SaaS or Managed Service environment involving a geographically distributed support model
• 3+ years of experience at the supervisor level
• Bachelor's Degree in Computer Science, Business or related area is preferred
• Hands on experience of incident handling and Operations - SLA, Escalation and Notification, Workload tracking
• Experience using enterprise management tools including VMWare, ServiceNow, Dynatrace/KeyNote, CyberArk, Citrix & GlobalScape
• In-depth working knowledge and administrative experience with Windows OS, tools, and server hardware
• Understand managing help desk workflows, processes and SLA matrices
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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.