Kronos - Senior Manager - Cloud Support & Delivery

Kronos Title : Sr. Manager, Cloud Support & Delivery

Location : Noida

Overview :

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 4,000 people worldwide.

Kronos is an Equal Opportunity Employer.

The primary role of the Cloud Sr. Infrastructure Delivery Manager is to ensure effective and efficient delivery of Cloud SAAS services to support business operations. Responsible for reviewing existing processes, implement improvements to align with overall Cloud service delivery goals and objectives. Provide leadership in managing global Cloud Operations (Infrastructure & Application) to support design, availability, optimization, operations and cost.

The role will also focus on the people management of the resources providing Global Cloud support/delivery Services while providing oversight for all Application, Infrastructure & Security related services within the regions. This role ensures that all services are delivered according to best practice ITIL based policies, procedures and standard

Responsibilities:

- Ensure adequate coverage for the 24/7/365 environment so that the Kronos Cloud customer environments are effectively maintained and administered.

- 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 Cloud SAAS environment availability objectives.

- Coordinate the rollout of Kronos Cloud services across all technologies and environments

- Develop, refine, and implement improvements to process and procedure regarding the administration and maintenance of Cloud SAAS environments from Application and Infrastructure perspectives.

- Work with customers, internal stakeholders (engineering, services) and implementation teams to troubleshoot and resolve operational challenges.

- 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 with Global organization and managing resources remotely.

- Manage and facilitate satisfactory resolutions to customer's service issues by identifying escalations, reacting with a sense of urgency, formulating appropriate action plans, and utilizing resources effectively. Offer and implement creative solutions. Interface effectively with other Kronos departments in order to provide total customer satisfaction.

- Should have experience in managing Cloud SAAS / Hosted products in Public cloud.

- Should have experience managing Customer facing environments and also ability to interact with customer during triages and troubleshooting exercises.

- Should have experience in leading and building Infrastructure delivery teams for Cloud Hosted environments (Private / Public Cloud)

Qualifications:

- Bachelor's degree or equivalent experience

- 5+ years of combined technical and managerial experience, preferable in a SaaS based public cloud environment

- Experience building operational organizations and processes

- Excellent verbal and written communication skills

- Ability to function within a fast paced environment

- Ability to adapt to rapid changes in priorities and logistics

- Working knowledge of Google Cloud, AWS Cloud, Datacenters, Networking and Infrastructure compute layers

- 7+ yrs of experience as a Manager of SaaS/Cloud Hosted Operations.

- 2+ years of hands-on Public Cloud administration experience is desirable.

- Strong foundation in Service Management tools (Remedy or Salesfroce)

- Deep understanding of scaling out and horizontal scaling infrastructure architectures.

- Experience in infrastructure capacity planning based on key attributes Flexible, continuous learner, excellent communicator, works well in team environment, appreciates challenge, comfortable and effective working in new areas that require experimentation and rapid problem solving.

- The candidate should have an understanding of the Cloud Hosted environments and a passion for technology and the drive and ownership to work in a start-up environment. The candidate should possess strong interpersonal skills with an emphasis on teamwork, ownership, initiative and integrity. High energy and must enjoy working in a fast-paced environment and be flexible to react to changing priorities and the ability to prioritize and deliver in a deadline-oriented environment is also critical.