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IT Service Mgmt Specialist IV

Location:

Noida - None - India

Function:

Customer Service/Support

Ref #:

201702754
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Description

As an Incident Manager working for a cloud organization, you will be working within a multi-team environment transforming into a Major Incident Model.
The successful candidate will be maintaining overall Incident Management process and share the drive critical and complex incidents in every possible means, as well as building on the Process maturity during the transformation.

•Quickly assessing the severity of an outage regarding business impact and technical complexity
•Assess and ensure all appropriate groups are working on restoring service in a timely manner
•Facilitate the resolution by effective communication across multiple teams (use conference bridges, group chats)
•Notify, escalate and communicate to senior management the existence and status of outages, as necessary
•Accurately record all diagnostics, communications, and resolutions within Service Management tool sets
•Ensure Knowledge Base (KB) articles are kept current & contribute new KB articles based on known problems and their resolutions
•Liaise with the Business and Application owner during major incidents impacting particular business units
•Be the focal point while leading a Major incident up to & including interacting with Sr. IT Leadership as needed to help expedite incident resolution
•Provide appropriate inputs to the Problem management process, RCA preparation

Qualifications

•7+ years of overall experience & 4+ years of running the Incident Management processes.
•Willing to work in 24x7 Environment, Must have experience with SaaS services
•Ability to independently make decisions on complex issues by identifying & rationalizing risks
•Good understanding of SAAS Support covering Infrastructure, Application technologies.
•Provide On-Call/Shifts leadership support for all Cloud Support team and partner staff when required. Advising and directing where appropriate through delegated authority from the Senior Leadership Team
•Desired Basic understand of Cloud technologies like Rightscale, GCP etc
•Zeal to learn new technologies.

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.