• Sr Mgr , Technical Support Jobs in Noida,India - 23836074

  • Kronos Systems India Pvt Ltd
  • Save Job
  • 13 - 17 Years
  • Posted : 26 days ago

Job Description:

Key roles and responsibilities of Senior Manager, Technical Support include

Provide high level customer satisfaction to Kronos customers with keen interest and awareness to detail when responding to customer support issues 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

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


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

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services, IT-Software
Functional Area : IT Software : Software Products & Services
Role : Project Leader/ Project Manager
Salary : As per Industry Standards
Deadline : 15th Apr 2020

Key Skills:

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