Major Incident Commander

Company Overview

With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.

At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.

Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose - a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose - people -then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you.

1. Incident Command: Taking charge of the incident response team, directing actions, and making crucial decisions to manage the incident effectively.

2. Scribe: documenting real-time information during the incident. This involves accurately recording decisions made, actions taken, timelines, communications, and any critical information exchanged throughout the incident response process.

3. Liaison: Establish clear communication channels, both internally among the response team and externally with stakeholders, to ensure everyone is informed and coordinated throughout the incident lifecycle.

4. Bridge Handling: Managing or facilitating the setup and operation of communication bridges (such as conference calls or virtual platforms) to enable efficient and organized communication among the incident response team members, stakeholders, and relevant parties. This involves establishing clear communication protocols, managing participants, and ensuring effective information flow throughout the incident resolution process.

5. Post-Incident Review: Conduct post-incident reviews to analyze the response, identify areas for improvement, and implement changes to prevent similar incidents in the future.

6. Assessment and Strategy: Assessing the situation, understanding the scope and impact of the incident, and devising a strategic plan to contain and resolve the issue swiftly.

7. Resource Management: Allocating resources efficiently, including personnel, equipment, and tools, to address the incident's challenges.

8. Decision-making: Making informed decisions promptly, adapting strategies as needed, and ensuring personnel safety and the organization's assets.

9. Coordination: Collaborating with different teams or departments involved in the incident response, ensuring seamless coordination and alignment of efforts.

10. Process Improvement: Identify trends, patterns, or recurring issues, and contribute to refining and evolving the incident management processes for better preparedness and response in the future.

11. Weekend/Holiday Rotational Support: Availability for weekend rotational support is a requirement for the role. Additionally, this role will include shifts.

• Bachelor of Engineering or master's in computer application (full-time), coupled with a minimum of 2.5 years in a relevant work role.
• Demonstrated proficiency in incident management, preferably operating within an ITIL or equivalent framework.
• Basic understanding of cloud principles.
• Exceptional communication and interpersonal skills essential for effective collaboration with diverse stakeholders.
• Possession of an analytical mindset, emphasizing problem-solving and an inclination toward continuous improvement initiatives.
• Expertise in ITIL V3 (v4 preferred); additional certifications like GCP Associate Cloud Engineer or related qualifications would be advantageous.

Where we're going

UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!

UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [email protected]