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Technical Support Engineer/Rep IV

Location:

Noida - - India

Function:

Customer Service/Support

Ref #:

2019003347
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Description

• The Technical Support Engineer/Representative provides day to day operations management for the Alert Response Team (Monitoring/Alert Service, Application technical Support). This role is an intensely operational and requires the incumbent to be conversant with the technologies like SQL, JBOSS, IIS, Windows and enterprise service/ticket management tools like Service Desk, ServiceNow, Manage Engine, Salesforce, BMC Remedy and other industry tools.
• 24x7 monitoring of application availability, performance and initial triage of Product related incidents.
• Actively monitor the Hosted/Cloud Customer Application & Infrastructure.
• Reactively resolve any incidents that occur and ensure these are responded to promptly, professionally and within agreed SLAs.
• Perform validations after scheduled changes within specified Maintenance Windows ensuring the functionalities are up and running as desired.
• Complete regular operational activities to maintain environments with minimal disruption and higher availability.
• Proactively Monitor Infrastructure and Application Components to improved customer experience.
• Core to this role is driving:
• Strict SLA compliance at all stages (first response/ Issue acknowledgement, updates, service restore, service repair, etc.)
• Process adherence across the team
• Providing technical support to the team and ensure service delivery is in-line to contractual obligations and customer experience is always exceeded through effective collaboration.
• Continual application performance improvement.
Primary Responsibilities:
• Providing technical support and ensuring that there is 24/7/365 environment monitoring for events/alerts so that the Kronos Cloud & Hosted environments are running effectively at all times which includes continuous improvement of services delivered, and ensuring that every reasonable effort is made to restore service as quickly as possible in the event of an outage.
• Develop, refine, and document monitoring policies, processes, procedures, SOP, KT documents, knowledge base articles and associated systems requirements and drive their implementation and use as per pure ITIL Framework and Kronos processes.

Qualifications

• 6 to 9 years of experience in a leading Enterprise for environment involving a geographically distributed support model.
• Well-versed in SQL Server and/or Oracle database, JBOSS, IIS & Windows from support perspective.
• Experience on any monitoring tool like Splunk, AppManager, Netcool, Dynatrace, HPBSM & App Dynamics etc.
• Well verse knowledge of ITIL concepts.
• Experience including scripting, security, performance tuning and any automation tool.
• Microsoft operating systems experience on web technologies, communications protocols, and a demonstrated ability to troubleshoot complex technical problems on multiple platforms.
• Infrastructure support (OS, Network) will be an added advantage apart from Production Application support. Ability to identify and analyze Application, Infrastructure, Network quality and operational processes and then drive corrective / preventative action plans working with required stakeholders (internally/externally).
• Strong working knowledge on ITIL (Incident / Problem / Change / Availability Management) and carry knowledge of managing true SaaS, Cloud, and Hosted Operations environment.
• Certifications in ITIL (IT Service Management), MCP, SQL Server preferred

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.