Lead IT Service Operations Specialist

Role Overview: As the Lead Cloud Operations Specialist at UKG, you will play a crucial role in providing day-to-day support for ongoing incidents and aligning with ITSM's strategic direction. You will collaborate directly with the leadership team of ITSM, requiring a high level of adaptability and quick thinking to achieve success. Key Responsibilities: - Define war room procedures, establish communication channels, and ensure all necessary resources are readily available for incident response - Lead discussions during war room meetings, keep the team focused, and ensure alignment on priorities - Capture key decisions, actions taken, and lessons learned for future reference - Take charge of the war room, leading the response team to diagnose, troubleshoot, and resolve issues impacting the SaaS product(s) - Gather and analyze real-time data to understand the scope and impact of the incident - Prioritize actions, delegate tasks, and make critical decisions to resolve the incident efficiently - Keep stakeholders informed about the situation, progress, and estimated resolution time - Enable swift resolution of incidents, minimize downtime, and implement preventive measures - Drive and facilitate resolution via Teams as an incident commander with excellent executive presence and collaboration skills - Collaborate with leaders across various departments to accelerate incident resolution and provide a high level of service to customers - Engage with cross-functional teams to ensure Root Cause Analysis (RCAs) and Post Incident Review (PIRs) are complete - Thrive under pressure, stay calm, handle conflict, and partner with other teams to drive resolution - Coach other individual contributors in their professional development and serve as a role model - Develop and monitor key metrics to understand incident trends and operational readiness - Present business reviews to executive leadership on required cadences Qualifications Required: - 5+ years of experience supporting a global 24x7x365 incident management team in an enterprise SaaS environment - 5+ years of technical experience in a tech company with exposure to a complex customer base - 3+ years of experience in a Cloud environment, preferably GCP - 3+ years of experience in a scrum/agile/SRE environment - 3+ years of experience in an on-call support rotation model and PagerDuty - 3+ years of experience with Teams, Slack, Confluence, and SharePoint - Subject matter expertise in incident management frameworks - Excellent problem-solving and decision-making skills - Clear and concise communication skills - Ability to collaborate and establish good working relationships with leaders (Note: Please omit the section "Any additional details of the company if present in JD" as it is not present in the provided job description),