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.
About The Team
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 Lead Cloud Operations Specialist provides day-day support for all the ongoing incidents and aligns with ITSM’s strategic direction. Collaborating directly with the leadership team of ITSM, this position demands a high level of adaptability and quick thinking to achieve success.
Responsibilities Include
- Defining war room procedures, establishing communication channels, and ensuring all necessary resources (tools, data dashboards) are readily available for incident response
- Leading discussions during war room meetings, keeping the team focused, and ensuring everyone is aligned on priorities
- Capturing key decisions, actions taken, and lessons learned during the incident for future reference
- Take charge of the war room, leading the response team (engineers, support specialists) to diagnose, troubleshoot, and resolve issues impacting the SaaS product(s)
- Gathering and analyzing real-time data to understand the scope and impact of the incident
- Prioritizing actions, delegating tasks, and making critical decisions to resolve the incident efficiently
- Keeping stakeholders (internal and external) informed about the situation, progress, and estimated resolution time
- Enable the swift resolution of incidents, minimize downtime, and implement preventive measures to mitigate future issues
- Drive and facilitate resolution via Teams as an incident commander with excellent executive presence, communications, collaboration skills
- Collaborate and align with Leaders across Engineering, Sales, Corporate Comms, and Legal to accelerate incident resolution, remove blockers, and provide a high level of service to our customers
- Actively engage with cross functional teams to ensure Root Cause Analysis (RCAs) and Post Incident Review (PIRs) are complete, review remediation plans to identify areas for improvement, and socialize findings/insights
- Thrive under pressure with the ability to stay calm, handle conflict, and partner with other UKG teams to drive resolution
- Be able to coach other individual contributors in their professional development and serve as a role model
- Develop and monitor key metrics to understand incident trends, as well as operational resilience and readiness
- Develop and present business reviews on required cadences to executive leadership
Basic Qualifications
- 5+ years of experience supporting a global 24x7x365 incident management team in an enterprise SaaS environment
- 5+ years of technical experience (Support, Services, IT, Engineering) at a tech company with exposure working with complex customer base
- 3+ years of working in a Cloud (AWS or GCP or Azure; GCP preferred) environment
- 3+ years of working in a scrum/agile/SRE environment (hands-on experience will be a PLUS)
- 3+ years of working in on-call support rotation model and PagerDuty experience
- 3+ years of working experience with Teams (integrations with PagerDuty and Service Now), Slack, Confluence and Share Point
- Subject matter expertise in incident management frameworks; awareness of industry standards and best practices
- 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
Preferred Qualifications
- Hands-on experience working with the following tools: JIRA, ServiceNow, Salesforce, and Aha and their integrations (e.g. JIRA to PD integration/JIRA to Slack Integration)
- Experience working in an Agile technical environment
- Experience working in a Cloud environment
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 in the Application and Interview ProcessFor individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com
