Fairygodboss

IT Service Management (ITSM) - Incident Management Job at Fairygodboss in Alphar

Fairygodboss, Alpharetta, GA, US, 30239

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95% say women are treated fairly and equally to men

99% would recommend this company to other women

94% say the CEO supports gender diversity

Ratings are based on anonymous reviews by Fairygodboss members.

Paid leave for new and adoptive parents, medical coverage for IVF services & reimbursement to help offset adoption and surrogacy expenses.

45% company match on total employee 401(k) contributions up to the IRS annual limit.

Unlimited paid time off for you to rest, re-charge, and pursue your personal aspirations.

#893383060197

Position summary

nce. 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:

This is an afternoon shift role: 1:00 PM est - 10:00 PM est

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:

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 GCP or Azure; GCP 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

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.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Disability Accommodation in the Application and Interview Process

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [emailprotected] .

The pay range for this position is $62,300 to $82,000, 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 https://https://www.ukg.com/careers