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

Technical Support Engineer/Rep IV

Location:

Noida - None - India

Function:

Professional Services and Consulting

Ref #:

2017-14476
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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.

Description

The Technical Support Engineer/Representative IV provides functional leadership and day today operations management for the Alert Response Team (Monitoring/Alert Service, L1 Application Support). This role is an intensely operational and requires the incumbent to be conversant with the technologies like ERP/CRM, SQL, 3 tier architecture, Java and enterprise service management tools like Service Desk, Manage Engine, Salesforce and other industry tools used in a modern NOC and Enterprise Command Centre operations.
The ART Team perform 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 scheduled changes validations 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, updates, service restore, service repair, etc.)
- Process adherence across the team
- Technical training, coaching, mentoring and knowledge capture & exploitation to attain and maintain the highest possible levels of technical competency and capability.
- Providing technical leadership to the team and ensure service delivery is in-line to contractual obligations and customer experience is always exceeded through effective collaboration.  
- Continual performance improvement: including increasing the proportion of incidents that are resolved at L1 (fixed on first contact), driving down time-per-incident and touches-per-incident, automation.
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.
- Coach and mentor junior technicians to ensure personnel are working issues as efficiently and accurately as possible in a team oriented professional culture.
- Ensuring ticket handling objectives and optimum quality, while providing hands-on leadership during application events.
- Develop, refine, and document monitoring 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 and application validation services.
- Drive technical staff to monitor and resolve customer issues.
- Accomplish objectives by being a role model to impress upon junior 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.
- Willing to take ownership and take on other duties as assigned.
- Should have experience with Global organization and functionally managing small teams.
- Maintain and run regular and ad-hoc reporting for performance, utilisation, ticket status and KPIs as needed
- Work with ART Management to assign responsibilities and ensure that all duties are completed in a timely and professional manner
- Drive technical and professional competency development in ART to handle additional proactive services and create value differentiators for customers
- Functional escalation point for internal and external customers for team matters
- Develop positive relationships across the Team to ensure communication is open and transparent, facilitating early identification of issues and risks and agile exploitation of business opportunities
- Suggest processes to measure, manage, standardize and improve the key activities in the ART
- Experience working with Incident, Problem, Change and Service Request ticketing systems

Qualifications

Qualification: 
- 5 - 8 years of experience in a leading Enterprise command centre or NOC for environment involving a geographically distributed support model including 2+ years’ experience at the leading small teams.
- Well-versed in Windows, ERP/CRM, SQL Server and/or Oracle database, 3 tier architecture, Java, & JBOSS.
- Well verse knowledge of ITSM Tools.
- Experience including scripting, security, and performance tuning.
- SSL, LDAP, Single Sign On knowledge and support experience helpful.
- Microsoft operating systems experience on web technologies, communications protocols, and a demonstrated ability to troubleshoot complex technical problems on multiple platforms.
- Experience with Application & Infrastructure (Network, Servers, Storage, Backups) will be an added advantage. Ability to identify and analyse 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

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.