Overview
On Site
USD 62,300.00 - 89,550.00 per year
Full Time
Skills
Insurance
Hosting
Service Operations
Customer Facing
IaaS
Performance Management
Project Management
Preventive Maintenance
SPIN
WAR
Engineering Support
Customer Communications
IT Service Management
Management
Bridging
SaaS
Amazon Web Services
Microsoft Azure
Google Cloud
Google Cloud Platform
Scrum
Confluence
JIRA
ServiceNow
Salesforce.com
Agile
Cloud Computing
Problem Solving
Conflict Resolution
Decision-making
ROOT
Communication
Collaboration
Partnership
Incident Management
CUSP
Workforce Management
HR Management
Artificial Intelligence
Job Details
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:
This positions requires the employee to work 1:00pm EST - 10:00pm EST
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 Google Cloud Platform or Azure; Google Cloud Platform 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
UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories.
View The EEO Know Your Rights poster
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
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
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:
This positions requires the employee to work 1:00pm EST - 10:00pm EST
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 Google Cloud Platform or Azure; Google Cloud Platform 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
UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories.
View The EEO Know Your Rights poster
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
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
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.