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

Senior Manager (Application/Product Support, Application Monitoring, Support Engagement)

Location:

Noida - - India

Function:

Engineering

Ref #:

20200011164
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Description

Key roles and responsibilities of Senior Manager, Technical Support include :

• Provide high level customer satisfaction to Kronos customers with keen interest and awareness to detail when responding to customer support issues. Insure future customer satisfaction by instilling confidence in Kronos' Support Services organization by keeping commitments, providing timely follow-up, and giving accurate and concise assistance.
• Oversee service delivery, customer experience, service improvements, quality, periodic service performance review to ensure business strategy and goals are achieved.
• Provide strategic and leadership guidance and direction to next level managers to ensure global functional alignment.
• Champion both strategic and operational implementation of initiatives across the cross functional groups.
• Oversee satisfactory resolutions to customer's service issues by identifying escalations, responding with a sense of urgency, formulating appropriate action plans with functional managers.
• Generate monthly management status reports with justifications for schedule deviations.
• Collaborate with cross functional leaders across Engineering, Cloud and Professional Services teams to drive specific service requirements and identify solutions consistent with Organizational standards.
• Offer consultative and problem-solving approach to program management in general, as well as identify and contribute to new service offerings.
• Manage Transformation & Transition with minimal impact on Service Quality.
• Ensuring compliance with the functional budgets (Capex/Opex) by planning, forecasting, budgeting & tracking periodically.
• Proactively build behavioral and domain competencies at a strategic level to handle changing business requirements.
• Continuously monitor and develop strategies for key people parameters such as Attrition, Retention, Employee Engagement & Career Development.
• Foster a culture of high performance by setting SMART business KPI/Goals at multi-functional level.
• Provide coaching and mentoring support to next level people managers.
• Owns the overall performance management of each team member – including providing frequent performance feedback & guidance, conducting formal periodic/annual reviews & salary planning.
• Ensure cascading of strategic communication through effective channels at all levels in the function.

SKILLS:
• Professional and positive, with outstanding customer-facing practices
• Analytical and diligent, with great attention to detail
• Resilient: ability to cope successfully under pressure and with shifting priorities
• Assertive, adaptable, effective collaborator and communicator at all levels
• Assertive, adaptable, collaborative and creative

Qualifications

Bachelor of Engineering, Computer Science or Electronics or telecommunication or equivalent, Bachelor of Science or Master of Science - Computer Science.

• 13 - 17 years of total IT/Product industry experience.
• Relevant 7 - 10 years combined technical and management experience in Hosted/Cloud/SaaS environments. Experience in Kronos Product will be an added advantage.
• Experience managing large global product & customer support functions including product & platform level alert/incident monitoring is highly desirable.
• Exhibit extensive experience about the new technology trends prevalent in the market like SaaS, Cloud, Hosting Services and Infrastructure Management Services.
• Well-versed in Windows, ERP/CRM, SQL Server and/or Oracle database, 3 tier architecture, Java, & JBOSS.
• Experience with Application & Infrastructure (Network, Servers, Storage, Backups) will be an added advantage.
• Well-versed with industry standard ITSM tools like ServiceNow, Salesforce, Manage Engine, & BMC Remedy.
• Strong leadership & customer relationship skills and drive things within and outside the system.
• Strong experience in developing competency development strategies, service transition/ transformation planning and execution.
• Must have experience of working with tight deadlines, handling escalations and managing tough clients.
• Must have several years of program management experience, managing large teams, resource planning, risk management, status reporting, issue management, change control, etc.
• Demonstrated leadership in managing senior staff members including functional managers/leads with substantial experience working directly with large US or multinational organization.
• Strong experience in Project Management Methodologies, ITIL Service Life Cycle, Six Sigma and Lean Practices. Following certifications are desired: PMP/PRINCE2, ITIL Practitioner/Intermediate, Microsoft Certifications such as MCP, MySQL

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.