Sr IT Service Operations Specialist

UKG is seeking an IT Service Operations Specialist to provide day-to-day support for customer-facing and internal cloud infrastructure incidents. This role involves working closely with global services, engineering, and cloud hosting teams to optimize incident delivery, proactively identify areas for improvement, and resolve complex issues. UKG is a global software company with a mission to inspire and support organizations to be great places to work.

Requirements

• 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
• Lead the Incident bridges by taking charge of the room, leading the response teams to diagnose, troubleshoot, and resolve issues
• 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 (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
• Subject matter expertise in incident management frameworks; awareness of industry standards and best practices

Benefits

• Wellness programs
• Tuition reimbursement
• Commuter benefits
• Employee resources