IT Service Operations Specialist II

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.

About The Team:

The Incident Management Team, being part of the IT Service Management (ITSM), works cross-functionally with Global Services, Engineering, Cloud Hosting and Management on the effective delivery of UKG's Cloud SaaS offerings.

About The Role:

The IT Service Operations Specialist provides day-day support for all the ongoing customer facing & internal cloud infrastructure related incidents. In addition, they will work closely with the leads on operational improvement initiatives.

Responsibilities Include:

• Acknowledge incoming incidents via PagerDuty and spin-up a bridge
• Gather the initial information and document them in ServiceNow
• Adopt/Learn the internal automation tools for incident logging and tracking
• Learn various internal product & engineering team structures to effectively lead the bridges/war rooms
• Effectively lead the Incident bridges by taking charge of the room, leading the response teams (engineers, support specialists) to diagnose, troubleshoot, and resolve issues impacting applications to timely mitigate customer-impacting incidents.
• Engage with global communications teams for status page and external customer communications throughout the lifecycle of the incident
• Maintain the quality of the data captured in all the tools used in ITSM (PagerDuty, Service Now, JIRA..etc)
• Learn the new product features for effective management of incident bridges
• Complete all organizational trainings timely
• Thrive under pressure with the ability to stay calm, handle conflict, and partner with other UKG teams to drive resolution
• Develop and monitor key metrics to understand incident trends, as well as operational resilience and readiness

Basic Qualifications

• 3+ years of experience supporting a global 24x7x365 incident management team in a SaaS environment
• 3+ years of technical experience (Support, Services, IT, Engineering) at a tech company with exposure working with complex customer base
• 1+ years of working in a Cloud (AWS or GCP or Azure; GCP preferred) environment
• 2+ years of working in a scrum/agile/SRE environment (hands-on experience will be a PLUS)
• 2+ years of working in on-call support rotation model and PagerDuty experience
• 2+ years of working experience with Teams (integrations with PagerDuty and Service Now), Confluence and Share Point
• Subject matter expertise in incident management frameworks; awareness of industry standards and best practices

Preferred Qualifications:

• Experience with working with the following tools: JIRA, ServiceNow, Salesforce, and Aha
• Experience working in an Agile technical environment
• Experience working in a Cloud environment
• Excellent problem-solving and decision-making skills to identify root causes and implement corrective actions
• Clear and concise communication skills at all levels (written and verbal)
• Demonstrated ability to collaborate, build credibility, and establish good working relationships with leaders across UKG to ensure solid partnership and alignment
• Willingness/Ability to work in shift-based rotation model in a larger enterprise incident management team

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!

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.

View The EEO Know Your Rights poster and its supplement.

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.

Disability Accommodation

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

The pay range for this position is $62,300 to $89,550, however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG's comprehensive benefits can be reviewed on our careers site at https://www.ukg.com/careers