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Lead Cloud Operations Specialist

General information

Location:

Noida - India - India

Function:

Customer Delivery/Implementation Services

Ref #:

20210022236

Description & Requirements

Description

Uses skills as a seasoned, experienced professional with a full understanding of industry practices and company policies and procedures; resolves a wide range of issues in imaginative as well as practical ways. Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Contributes to moderately complex aspects of a project. Interacts with senior internal and external personnel. Work is independent and collaborative in nature. Provides regular updates to supervisor/manager on project/account status. Normally receives little instruction on day-to-day work, general instructions on new assignments. Strong competence with the various tools, procedures, programming languages, etc used to accomplish the job.

• Review/assess technical situation and establish case priority/severity in accordance with the service level agreement.
• Act as SME for the Kronos Workforce Central Product suite
• Expected to analyze & troubleshoot customer application issues and system generated alerts from technical support standpoint
• Installs, tests, documents, and troubleshoots assigned Kronos's Product installations / deployments which includes service pack upgrades, application patch Installation etc.
• Knowledge of application configuration, interface, reporting, and other application technical tasks for Kronos Workforce Central Cloud Customers
• Coordinate and work along with DBA team for performing database refreshes of Non-Prod environments with production copy, whenever requested by customer.
• Perform adhoc application and server level restarts whenever requested by customers
• Analyzing and collecting log files, heap/thread dumps, etc. to identify root cause for permanent fix of application issues
• Work in coordination with multiple stakeholders during monthly OS patching to provide application maintenance & validation
• Ensure application availability, handle critical outage bridges & provide application level resolutions and escalate application related issues to product specialists
• Perform pre/post application validations as part of any planned/unplanned downtime
• Communicates effectively to both technical and non-technical individuals at various levels of customer organizations, as well as internally
• Demonstrate good judgment in selecting methods and techniques for obtaining solutions
• Drive SOPs, Process Documents & knowledge base article creation and update
• Reporting and Dashboard creation based on ITIL
• Adhere to Triage Matrix while handling alerts and incidents
• Follow Incident, Problem and Change management practices as per ITIL standards
• Ready to work in 24X7 Model to provide required Support
• Experience in implementing/supporting Workforce Central applications and knowledge of the underlying Workforce Central application architecture is preferred
• Well-versed in SQL Server database, JBOSS, IIS & Windows (Windows 2003 / Windows 2008 OS) from support perspective.
• Experience on any monitoring tool like Splunk, AppManager, Netcool, Dynatrace, HPBSM & App Dynamics etc.
• 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)
• Familiarity with application and infrastructure hosting and monitoring; and client-side troubleshooting techniques
• SSL, LDAP, AD, SSO Knowledge
• 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
• Must have Good knowledge of database table structures, relationships, data types.
• Must have good experience on driving automation and/or operational efficiency initiatives
• Strong commitment to customer service and performance
• Sound analytical and organizational skills
• Excellent oral/written communication skills

Qualifications

BE/BTech/MCA degree in Computer Science or related discipline or equivalent experience (ideally in a consulting or project-centric role) and a minimum of 5 - 9 years related work experience in a leading Enterprise for environment involving a geographically distributed support model.

Corporate overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at www.ukg.com/careers

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. 

View The EEO is the Law poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com or please call 1 (978) 250 9800.

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