Sr Cloud Operations Specialist (application Support, Windows Server, Sql) @ Kronos Incorporated

Job Description

Description Uses professional concepts applies company policies and procedures to resolve a variety of issues. Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors. Incumbents are gaining exposure to some of the complex tasks within the job function, but have mastered most of the basic job duties. Exercises judgment within defined procedures and practices to determine appropriate action. Has internal and some external contact. Incumbents are still occasionally directed in several aspects of their work. However more straightforward tasks are accomplished without assistance. Normally receives general instructions on routine work, detailed instructions on new projects or assignments. General proficiency with tools, systems, and procedures required to accomplish the job. May need to consult with more senior staff members on some technical issues

. Monitoring support queue and dispatching application support tickets to relevant stakeholders
. Review/assess technical situation and establish case priority/severity in accordance with the service level agreement.
. 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.
. 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.
. 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

Qualifications . Understanding of operating systems, middleware technologies, and software applications
. Knowledge of SQL relational database management systems and SQL scripting.
. Candidate should also have knowledge on some of the following areas: Database, knowledge of JBOSS application platform, authentication methodologies, application performance troubleshooting, load balancing and general system administration.
. Good to have knowledge experience in supporting/implementing Kronos Workforce Central application
. SSL, LDAP, AD, SSO Knowledge
. Experience of monitoring tools like AppManager/Dynatrace / Splunk/ Netcool / AppDynamics is an added advantage.
. Experience in ticketing tools like ServiceNow/ SalesForce is added advantages.
. Knowledge of ITIL concepts
. Strong commitment to customer service and performance
. Sound analytical and organizational skills
. Excellent oral/written communication skills

Employement Category:

Employement Type: Full time
Industry: IT
Functional Area: IT
Role Category: Software Engineer
Role/Responsibilies: Sr Cloud Operations Specialist (application Support, Windows Server, Sql)

Contact Details:

Company: Kronos Incorporated
Location(s): Noida, Gurugram

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