Customer Service/Support - Noida - Kronos @ Kronos Solutions

- Extensive experience in a managing Enterprise command centre or NOC for application and infrastructure environment involving a geographically distributed support model including 3+ years experience at the managing people and handling people management responsibilities.
- Must have managed 24x7 infrastructure operation for US based organization - Hands on Experience of Incident handling and Operations

- SLA, Escalation and Notification, Workload tracking.
- Experience of overseeing Global Command Center or NOC/SOC operations to support Customer Hosted Infrastructure and/or server administration
- Strong background in enterprise management tools like Manage Engine, Service Now, Tivoli, CA Unicenter, BMC, HP Open view/Operation Center would be an advantage.
- Experience of managing help desk workflows, processes and SLA matrix using tools like Service Desk, Remedy or similar tools
- Experience working with a geographically distributed team with different cultures a plus.
- Well-versed in Windows, ERP/CRM, SQL, 3 tier architecture, Java, JBOSS.
- Proven strong interpersonal skills. Strong verbal and written communication skills. Collaborates with colleagues across the organization to get things done.
- Must be able to demonstrate experience in making final decisions on administrative or functional activities of an Kronos Cloud System Operation Center. - Experience working in and with cross-functional teams.
- Certifications in ITIL (IT Service Management), MS SQL, MCP, PMP preferred
- Strong problem solving and troubleshooting skills required
- Ability to identify, isolate and analyse Application, Infrastructure (Server, Database) Network related incidents 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.
- Broad knowledge of labour management, ERP, or similar domain, product/systems.
- Exhibit leadership qualities and earn the respect this empowered position requires. - Ability to multi task and prioritize projects, time manage, and practice detail oriented organizational skills.
- Experience preparing and writing demonstration, proposals, policies, procedures, job descriptions, and schedules.
- Self-motivated; ability to maintain excellence in service with minimum supervision.
- Use of good judgment and a sense of urgency in the decision-making process when assessing problems/situations.
- Prior experience in support customer application with Windows, Linux Red-Hat environment, including JBOSS and Java.
- Experience in scheduling, preparing presentations and status reports.