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Transcend the day-to-day work experience. Work inspired.

Mgr, Hosted & Managed Systems

Location:

Noida - None - India

Function:

Engineering

Ref #:

201700569
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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! Whether you’re playing foosball in one of our game rooms, working up a healthy sweat in group fitness classes, or videoconferencing with Kronites thousands of miles away, 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.

 

Kronos is the global leader in workforce management solutions that enable organizations to control labor costs, minimize compliance risk, and improve workforce productivity. Tens of thousands of organizations in 100 countries – including more than half the Fortune 1000® - use Kronos time and attendance, scheduling, absence management, HR and payroll, hiring, and labor analytics applications.  Kronos customers include enterprises large and small across diverse industries worldwide including retail, hospitality, healthcare, manufacturing, public sector, services, and distribution.

 

Kronos is a privately held company and was founded in 1977. Headquartered in Chelmsford, Massachusetts, Kronos employs more than 5,000 people worldwide.

 

Kronos is an Equal Opportunity Employer.

Description

Job Description:
The duties of the Cloud Support Manager will concentrate on optimization of a world class Public Cloud environment. The ideal candidate will have considerable experience in managing 24 X 7 customer Facing Public Cloud Operation environments activities with extraordinary people skills. This position will work within the organization to manage effective 24 X 7 global Cloud Operations. The Manager will be responsible for managing the operation, including scheduling to meet staffing requirements upon ticket and call volume history, hiring, managing, coaching, and evaluating personnel, collaborating with peer management to ensure resolution of service issues, and direct the evolution of processes and procedures related to the day-to-day monitoring operations.

Primary charter is to maintain, administer, and troubleshoot Public Cloud Production and Non-Production environments though timely alert and request response, acknowledgement, triage and escalation processes.

Responsibilities:
• Ensure adequate coverage for the 24/7/365 environment which includes continuous monitoring of all services, and ensuring that every reasonable effort is made to restore service as quickly as possible in the event of an outage.
• Coach and mentor senior and junior technicians to ensure personnel are working issues as efficiently and accurately as possible in a team oriented professional culture.
• Meet very aggressive environment availability, MTTR, and ticket handling objectives while providing hands-on leadership during network events.
• Coordinate the rollout of software updates, Infrastructure updates, network rearrangements, and the installation of new equipment and with various support organizations and minimizing Customer impact and maximizing the productivity of SOC resources.
• Develop, refine, and document policies, processes, procedures, and associated systems requirements and drive their implementation and use as per pure ITIL V3 Framework and Kronos processes.
• Work with various Customer facing support functions to support and provide operational perspective to Environment upgrade and augment projects.
• Drive technical staff to monitor and resolve customer issues and accomplish objectives by being a role model to impress upon staff to be self-motivated with the ambition to problem-solve, learn and create their own mechanisms for resolving issues and most importantly, communicate effectively with the ability to work in a team environment.
• Plan projects, training, objectives, timelines, deliverables and milestones for the SOC.
• To meet/exceed and maintain service levels as assigned by management.
• To meet/exceed expected reliability standards.
• Willing to take ownership and take on other duties as assigned.
• Should have experience of working as Incident Manager for Public Cloud Managed service environments.

Qualifications

Knowledge, Skills, and Abilities:
• Well-versed in Cloud technologies, specifically Public Cloud.
• Well-verse knowledge and Implementation of ITSM Tools (L1, L2 & L3).
• Familiarity with iterative software development lifecycle models.
• Proven strong interpersonal skills. Strong verbal and written communication skills. Collaborates with colleagues across the organization to get things done.
• Must be able to demonstrate experience in making final decisions on administrative or functional activities
• Experience working in and with cross-functional teams.
• Certifications in ITIL (IT Service Management), PMP preferred
• Work at help desk and true SOC / NOC environments.
• Available for on call escalations.
• Strong problem solving and troubleshooting skills required Ability to identify and analyze Infrastructure, Network quality and operational processes and then drive corrective / preventative action plans.
• Strong working knowledge on ITIL (Incident / Problem / Change / Availability Management) and carry knowledge of managing true Cloud environments.
• Bachelor of Engineering, Computer Science or Electronics or telecommunication or equivalent.
• Master of Science - Computer Science


Desired Profile:
Min. of 10 yrs. of professional experience with 3 years in leadership/mentoring role with:
Essential Functions:
• Must have managed 24x7 infrastructure operation for US based organization
• Hands on Experience of Incident handling and Operations - SLA, Escalation and Notification, Workload tracking.
• Experience of managing help desk workflows, processes and SLA matrix using tools like Service Desk, Sales Force or similar tools.

Additional skills
• Strong interpersonal and communication skills and comfortable in global working environment.
• Good at building team and cultivating team work.
• Experience working with off-shore delivery company and distributed teams is a plus Project planning, budgeting and resource management including good knowledge of project management tools would be an added advantage.
• Familiarity with ITIL processes would be an advantage.
• Ensure operating standards are developed, maintained, and adhered to.
• Support application components in a Windows, Linux Red-Hat environment, including JBOSS and Java.
• Monitor production systems and resolve issues.
• Skills to train and mentor staff members.

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.