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| Job Location | Noida |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Management Consulting / Strategy |
| Functional Area | General / Other Software |
| EmploymentType | Full-time |
. 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 customers 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
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 ,Keyskills :
sales accountancy finance mis ltd iskmanagement servicedelivery lifecycle businessstrategy oracledatabase problemsolving printerfleetmanagement computerscience supportservices issuemanagement sqlserver changecontrol hostingservices sixsi