Sr Cloud Operations Specialist

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 UKGs 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: 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 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