Cloud Incident Manager
Location: Lowell, Massachusetts
Posted: October 20, 2017
Reference ID: 201701119
Quickly assessing the severity of an outage in regard to business impact and technical complexity
The role of a Cloud Incident Manager in the Cloud Service Operations group, you will be responsible for operational coverage of Kronos Cloud Support Operations and performing the critical function of managing Incidents across all services being offered across multiple public and private clouds by Kronos. Working as part of a multi-location follow the sun team model, the successful candidate will proactively work to ensure the integrity of Kronos's SaaS services and will ensure that service impacting events are managed utilizing best practice Incident Management techniques to restore services within SLA.
Principal Duties & Responsibilities:
Assess and ensure all appropriate groups are working on restoring service in a timely manner
Facilitate the resolution by effective communication across multiple teams (use conference bridges, group chats)
Notify, escalate and communicate to senior management the existence and status of outages, as necessary
Accurately record all diagnostics, communications, and resolutions within Service Management toolsets
Ensure Knowledge Base (KB) articles are kept current & contribute new KB articles based on known problems and their resolutions
Liaise with the Business and Application owner during major incidents impacting particular business units
Be the focal point while leading a Major incident up to & including interacting with Sr. IT Leadership as needed to help expedite incident resolution
Provide appropriate inputs to the Problem management process, RCA preparation
Develop an understanding of the organizational structure and infrastructure environment
Handle conflict situations and make quick decision while driving incidents
Manage and drive third parties to the quick resolution of incidents
6-9 years of work experience, with 4+ years in a similar role within a large organization, Bachelor's degree or equivalent experience
Have worked previously in a Command Center / NOC environment
Must have experience with SaaS services
Ability to independently make decisions on complex issues by identifying & rationalizing risks
Good understanding of SAAS Support covering Infrastructure, Application technologies.
Prior experience of sending out executive alerts/communication mailers
Ensure primary focus is given to the resolution of Cloud incidents and that appropriate priority is assigned according to the priority/severity
Act as the primary contact and authorized decision maker around invocation of Cloud Support Continuity arrangements where required, including off hours
Ensure that security implications of any incident, or decision taken within incident management are properly considered and aligned with the Security Operations Center.
Provide On-Call/Shifts leadership support for all Cloud Support team and partner staff when required. Advising and directing where appropriate through delegated authority from the Senior Leadership Team.
5+ years of experience managing incident response in a mission critical environment utilizing multiple third-party suppliers and ideally from an environment with a high degree of political and public visibility.
ITIL Foundations Certification
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Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos' industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations - including half of the Fortune 1000 - and more than 40 million people in over 100 countries use Kronos every day.
Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.