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Description & Qualifications
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Description
About The Team:
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 Lead Incident Response Analyst provides leadership to a high performing incident management team while developing the team's operating model and structure.
Responsibilities Include:
•Defining war room procedures, establishing communication channels, and ensuring all necessary resources (tools, data dashboards) are readily available for incident response
•Leading discussions during war room meetings, keeping the team focused, and ensuring everyone is aligned on priorities
•Capturing key decisions, actions taken, and lessons learned during the incident for future reference
•Take charge of the war room, leading the response team (engineers, support specialists) to diagnose, troubleshoot, and resolve issues impacting the SaaS product(s)
•Gathering and analyzing real-time data to understand the scope and impact of the incident
•Prioritizing actions, delegating tasks, and making critical decisions to resolve the incident efficiently
•Keeping stakeholders (internal and external) informed about the situation, progress, and estimated resolution time
•Enable the swift resolution of incidents, minimize downtime, and implement preventive measures to mitigate future issues
•Drive and facilitate resolution via Teams as an incident commander with excellent executive presence, communications, collaboration skills
•Collaborate and align with Leaders across Engineering, Sales, Corporate Comms, and Legal to accelerate incident resolution, remove blockers, and provide a high level of service to our customers
•Actively engage with cross functional teams to ensure Root Cause Analysis (RCAs) and Post Incident Review (PIRs) are complete, review remediation plans to identify areas for improvement, and socialize findings/insights
•Thrive under pressure with the ability to stay calm, handle conflict, and partner with other UKG teams to drive resolution
•Be able to coach other individual contributors in their professional development and serve as a role model
•Develop and monitor key metrics to understand incident trends, as well as operational resilience and readiness
•Develop and present business reviews on required cadences to executive leadership
Qualifications
Basic Qualifications
•5+ years of experience supporting a global 24x7x365 incident management team in an enterprise SaaS environment
•5+ years of technical experience (Support, Services, IT, Engineering) at a tech company with exposure working with complex customer base
•3+ years of working in a Cloud (AWS or GCP or Azure; GCP preferred) environment
•3+ years of working in a scrum/agile/SRE environment (hands-on experience will be a PLUS)
•3+ years of working in on-call support rotation model and PagerDuty experience
•3+ 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
•Willingness/Ability to work in shift based rotation model in a larger enterprise incident management teams
Preferred Qualifications:
•Experience with working with the following tools: JIRA, ServiceNow, Salesforce, and Aha
•Experience working in an Agile technical environment
•Clear and concise communication skills at all levels (written and verbal)
•Demonstrated ability to collaborate, build credibility, and establish good
EEO Statement
Equal Opportunity Employer
Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.
View The EEO Know Your Rights poster and its supplement.
View the Pay Transparency Nondiscrimination Provision
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 UKGCareers@ukg.com.