IT Service Management (ITSM) - Incident Management

UKG is seeking an IT Service Operations Specialist to provide day-to-day support for customer and internal cloud infrastructure incidents. This role involves incident management, troubleshooting, operational improvement initiatives, and collaboration with global teams. UKG is a leading U.S.-based private software company and a focus on empowering organizations through innovative HR technology.

Requirements

• Acknowledge incoming incidents via PagerDuty and spin-up a bridge
• Gather the initial information and document them in ServiceNow
• Adoption/Learn the internal automation tools for incident logging and tracking
• Learn various internal product & engineering team structures
• Effectively lead the Incident bridges by taking charge of the room
• Engage with global communications teams for status page and external customer communications
• Maintain the quality of the data captured in all the tools used in ITSM
• Learn the new product features for effective management of incident bridges
• Complete all organizational trainings timely
• Develop and monitor key metrics to understand incident trends, as well as operational resilience and readiness

Benefits

• wellness programs
• tuition reimbursement
• disability insurance