Role & responsibilities

Required Skills

1. 8+ years of UKG/Kronos technical support experience.
2. Strong knowledge of Workforce Central and/or UKG Dimensions.
3. Experience with REST APIs, SOAP services, SQL, XML, and JSON.
4. Experience supporting middleware integrations.
5. Solid troubleshooting and performance tuning skills.
6. Experience in production support and ITIL-based service management.
7. Knowledge of release, change, and incident management processes.
8. Excellent communication and stakeholder management skills.

Preferred Qualifications

1. UKG/Kronos Technical Certification preferred.
2. ITIL Foundation Certification preferred.
3. Experience with monitoring tools and enterprise integration platforms.
4. Exposure to DevOps and automation tools is an advantage.

Additional Requirements

1. Must be willing to work from the office 5 days a week.
2. Must be able to work from Bengaluru, Noida, or Hyderabad.
3. Flexibility to support business-critical activities, including payroll processing, financial close cycles, production deployments, system upgrades, and critical production incidents outside regular business hours, as required.

Key Responsibilities

Transition & Service Readiness

1. Participate in transition planning and knowledge transfer activities.
2. Review technical architecture, integrations, interfaces, customizations, and security configurations.
3. Validate technical documentation, operational procedures, and monitoring processes.
4. Identify technical risks and recommend mitigation strategies.
5. Ensure operational readiness before transition to steady-state support.

Technical Production Support

1.



Provide Level 2 and Level 3 technical support for Kronos/UKG Workforce Management.
2. Troubleshoot application, integration, interface, and performance issues.
3. Perform Root Cause Analysis (RCA) and implement permanent fixes.
4. Support production deployments, patching, upgrades, and release activities.
5. Monitor application health and proactively address technical issues.
6. Ensure high system availability and performance.
7. Integration & Technical Administration

Support and maintain integrations with:

1. HR Systems
2. Payroll Applications
3. ERP Platforms
4. Active Directory
5. Identity Management Systems
6. Third-party Workforce Applications

Technical expertise in:

1. REST APIs
2. SOAP Web Services
3. SQL
4. XML
5. JSON
6. SFTP
7. Middleware platforms
8. Reporting & Data Management
9. Develop and maintain workforce reports and data extracts.
10. Support payroll interfaces and reconciliation processes.
11. Monitor interface failures and resolve data issues.
12. Maintain technical documentation and integration specifications.
13. Continuous Improvement
14. Identify automation opportunities within support operations.
15. Optimize existing integrations and reports.
16. Reduce recurring incidents through proactive monitoring and preventive maintenance.
17. Support modernization initiatives and platform enhancements.
18. Governance
19. Participate in daily operational reviews, weekly service meetings, monthly governance calls, and QBRs.
20. Provide technical status updates, risk assessments, and improvement recommendations.

Ensure compliance with SLA, KPI, security, and audit requirements

Preferred candidate profile

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