IT Service Operations Specialist

**Company Overview**:
Here at UKG, our purpose is people. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people - both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for?

**Description & Qualifications**:
Description

About The Team:
The Global Product Reliability Operations Team works cross-functionally with Global Services, Engineering, Cloud Hosting and Management on the effective delivery of UKG’s Cloud SaaS offerings.
About The Role:
We are seeking an IT Service Operations Specialist that will be instrumental in
taking charge of the incident response team, directing actions, and making crucial decisions to manage incidents effectively while documenting real-time information during the incident. This involves accurately recording decisions made, actions taken, timelines, communications, and any critical information exchanged throughout the incident response process.
Additional Responsibilities Include:

- Establishing clear communication channels, both internally among the response team and externally with stakeholders, to ensure everyone is informed and coordinated throughout the incident lifecycle.
- Managing or facilitating the setup and operation of communication bridges (such as conference calls or virtual platforms) to enable efficient and organized communication among the incident response team members, stakeholders, and relevant parties. This involves establishing clear communication protocols, managing participants, and ensuring effective information flow throughout the incident resolution process.
- Conducting post-incident reviews to analyze the response, identify areas for improvement, and implement changes to prevent similar incidents in the future.
- Assessing the situation, understanding the scope and impact of the incident, and devising a strategic plan to contain and resolve the issue swiftly.
- Allocating resources efficiently, including personnel, equipment, and tools, to address the incident's challenges.
- Making informed decisions promptly, adapting strategies as needed, and ensuring the safety of personnel and the organization's assets.
- Collaborating with different teams or departments involved in the incident response, ensuring seamless coordination and alignment of efforts.
- Identifying trends, patterns, or recurring issues, contribute to refining and evolving the incident management processes for better preparedness and response in the future.
- Weekend rotational support as a necessary requirement for the role.

**Qualifications**:
About You:
Basic Qualifications:

- Demonstrated proficiency in incident management
- Exceptional communication and interpersonal skills essential for effective collaboration with different stakeholders.
- Demonstrated ability to approach challenges with an analytical mindset, emphasizing problem-solving and an inclination toward continuous improvement initiatives.
- Expertise in ITIL V3.

Preferred Qualifications:

- Experience working within an ITIL or equivalent framework.
- Certifications like GCP Associate Cloud Engineer or related qualifications.
- Expertise in ITIL V4.

LI-Hybrid

**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.